Customer Support Specialist

About the role

As a Customer Support Specialist you will be the first human voice venues hear when they need help, handling complex issues that AI cannot resolve and continuously improving the AI assistance.

Key responsibilities

• Answer inbound calls, live‑chat escalations and email/ticket queues (HubSpot) to resolve venue issues on first contact.
• Guide venues through configuration, onboarding, data upload and booking widget setup.
• Review AI‑handled conversations weekly, flag incorrect answers and update knowledge‑base articles.
• Escalate incidents, communicate during outages and log recurring pain points for product teams.
• Stay current with product releases and share best practices across time zones.

Required profile

• Calm under pressure and able to guide flustered managers to solutions.
• Curious about root causes and interested in AI as a productivity tool.
• Organised, reliable and capable of working independently in a remote team.

Required skills

• 2+ years in customer support or success, preferably B2B SaaS.
• Strong phone etiquette and clear written communication.
• Experience with CRM tools such as HubSpot.
• Technical troubleshooting instincts and ability to juggle calls, chat and tickets.
• Familiarity with AI chatbots or voice agents and knowledge‑base maintenance.

What we offer

• Hands‑on experience shaping AI‑assisted support.
• Small team environment where ideas are heard and acted on.
• Opportunities for growth as the company expands.