Community Support Specialist

Description

About AI Acquisition

AI Acquisition is a global category leader in AI service provider enablement, operating as a hybrid Platform-as-a-Service (PaaS) and AI marketplace. We help entrepreneurs, agencies, and SMBs launch and scale AI-powered businesses by providing end-to-end growth infrastructure across sales, marketing, CRM, and go-to-market execution.

We’re building one of the fastest-growing AI-driven ecosystems globally, empowering our members to generate meaningful revenue through structured systems, automation, and hands-on support.

Why Join AI Acquisition?

• Work at the forefront of AI-driven business growth
• Join a high-performance, globally distributed team
• Be part of a company scaling rapidly across multiple regions
• Directly impact client success and experience
• Operate in a fast-paced, execution-focused environment

The Role

We’re hiring a Customer Support Representative to join our global support team and deliver fast, high-quality, and empathetic support to our clients.

This is a hands-on, execution-focused role where you will be managing live chat interactions, resolving client queries, and ensuring a seamless support experience. You’ll work closely with internal teams (Customer Success, Product, and Tech) to escalate issues, surface patterns, and contribute to continuous improvement of our support systems.

This role is critical in maintaining client satisfaction, reducing friction, and supporting retention across our growing client base.

Key Responsibilities

Client Support & Communication

• Manage live chat and support channels, ensuring fast and accurate responses
• Resolve client queries efficiently while maintaining a high standard of communication
• Escalate complex issues to the appropriate teams when needed
• Maintain professionalism and empathy in all client interactions

Issue Resolution & Escalation

• Identify and troubleshoot client issues across platform usage, onboarding, and workflows
• Handle support tickets and follow through until resolution
• Flag recurring issues or bugs to internal teams

Knowledge Base Contribution

• Follow and utilize internal documentation and SOPs effectively
• Contribute to improving FAQs and knowledge base content
• Document new solutions and recurring fixes to support team scalability

Operational Support

• Maintain accurate records of interactions in support systems (e.g., Intercom, Zendesk)
• Support internal teams with insights on client feedback and common pain points
• Ensure adherence to SLAs (response time, resolution time, quality standards)

Requirements

Must-Have

• 2–4 years of experience in Customer Support, Customer Service, or similar client-facing roles
• Experience handling live chat or ticket-based support environments
• Experience in SaaS, PaaS, AI, or tech environments
• Experience working with global teams across time zones
• Experience managing multiple concurrent support conversations or tickets
• Strong written English communication skills
• Familiarity with support tools (Intercom, Zendesk, Freshdesk, etc.)
• Exposure to CRM tools and customer workflows
• Basic understanding of AI tools or automation workflows
• Fluent in English
• Available during Eastern Time business hours

Benefits

What We Offer

• Remote-first environment with global exposure
• Opportunity to grow within Customer Success and Operations