AI Customer Support Specialist

About the role

We are looking for a highly motivated individual to join our AI Customer Support team. You will be the first line of defense for clients encountering issues with AI agents or integration challenges.

Key responsibilities

• Respond to customer inquiries via WhatsApp, email, and Slack with fast, high‑quality support.
• Troubleshoot technical problems related to AI behavior, configuration, and API integrations.
• Monitor alerts from internal tools and act on customer feedback submitted in the Darwin platform.
• Collaborate with Product, Engineering, Customer Success and Onboarding teams, escalating complex issues and contributing to product improvements.
• Document support activity, maintain accurate logs, and identify recurring issues for internal documentation and FAQs.
• Audit AI conversations to detect bugs or improvement opportunities and ensure SLA compliance.

Required profile

• Experience in Customer Support, Technical Support or Helpdesk roles, preferably in SaaS or tech environments.
• Strong troubleshooting skills, highly organized, and able to manage multiple cases simultaneously.
• Excellent written and verbal communication, able to explain technical concepts to both technical and non‑technical audiences.
• Team player with a customer‑first mindset and adaptability in fast‑paced environments.

Required skills

• WhatsApp integration experience.
• API usage and integration.
• Understanding of JSON structures and state machines (training provided).
• Python programming knowledge (a plus).
• Zapier or other process‑automation tools (a plus).

What we offer

• Language classes (English, Portuguese, Spanish).
• OpenAI or Gemini premium license for personal or professional use.
• 25 days of paid vacation per year.
• Hybrid work model: 2 days per week onsite, the rest remote.