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Customer Support Specialist (AI) at AirApps

Job description

Air Apps is a fast-growing startup that is building innovative AI-powered apps that help people learn, communicate, and connect. Our flagship product is Hello AI, a revolutionary chatbot app that uses state-of-the-art natural language processing and machine learning algorithms to help users learn new languages, improve their writing skills, and have engaging conversations.

We are looking for a talented and enthusiastic Customer Support Specialist to join our team and help us provide excellent customer service to our users.

As a Customer Support Specialist at Air Apps, you will work closely with our users to troubleshoot issues, answer questions, and provide feedback to our product team.

Responsibilities:

Respond to user inquiries via email, chat, and social media in a timely and professional manner.
Troubleshoot technical issues related to our app, including bugs, errors, and performance problems.
Provide guidance and support to users on how to use our app effectively and efficiently.
Identify and escalate user feedback and issues to our product and engineering teams.
Work with our product team to document and communicate user feedback, suggestions, and feature requests.
Collaborate with our marketing and sales teams to support user acquisition and retention efforts.
Continuously monitor and analyze user feedback and metrics to identify areas for improvement and optimization.
Develop and maintain support documentation, knowledge base articles, and FAQs to help users resolve issues independently.
Contribute to the development and implementation of customer support processes and procedures.

Your opportunity

We offer a fully remote, results-driven work style that enhances productivity and quality, providing excellent work-life balance. We also have great opportunities to connect within our international team through coffee calls, team meetings, and hackathons.

Proven startup with significant ambitions
Highly competitive salary and bonuses
Flexible work environment, 100% remote
Apple hardware environment
USD100.00 Monthly allowance (Home office, Learning, Wellness)
USD350.00 Home office set up
Get-together: next is in May 2023 → Berlin, Germany

Statutory benefits

Health insurance (or your country's standard)
24 Annual vacation days (or your country's standard)
10 days sick leave (or your country's standard)
4 weeks parental leave (or your country's standard)
National holidays (or your country's standard)
Plus any other statutory benefit in your country

Job requirements

You aspire to join an energetic team in a fast-growing startup to grow products at scale. Your desired skills and experience include:

Bachelor's degree in a related field or equivalent work experience.
2+ years of experience in customer support or a related field.
Excellent written and verbal communication skills, with a strong ability to explain complex technical concepts in simple terms.
Strong problem-solving and analytical skills, with a proven ability to troubleshoot technical issues and provide effective solutions.
Strong empathy and customer service skills, with a proven ability to handle user complaints and feedback with patience and professionalism.
Strong collaboration and teamwork skills, with a proven ability to work effectively with cross-functional teams and stakeholders.
Familiarity with customer support tools and software such as Zendesk, Intercom, or Freshdesk.
Familiarity with social media platforms and their use in customer support.
Familiarity with basic programming concepts and terminology is a plus.
Excellent time management and organizational skills, with a proven ability to handle multiple tasks and priorities in a fast-paced and dynamic environment.

Teamwork

The job requires operating in small teams in a highly dynamic and remote environment. Working remotely means that you need to, at least, manage one person – yourself. You must be able to, including but not limited to:

Work effectively with multi-functional and international teams
Work highly collaborative, without any micro-management necessary
Use Slack and other remote communication/reporting tools
Implement and structure a remote working routine
Discipline and manage yourself
Communicate heavily about statuses and issues
Combine work and life in a healthy and productive flow
Juggle multiple projects at the same time
Work agile and fast, very fast
Receive and provide constructive feedback
Embrace changes
Find the needle in the haystack and solve problems methodically

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Customer Support at Hubstaff

Description

Hubstaff is a time tracking, project management, and proof of work SaaS solution. We are on a mission to accelerate the digital transition of work and make it possible for even more work to be efficiently performed in a remote environment. Interested?

What will your day-to-day look like?

Hubstaff Customer Support Representatives respond to customer requests over email in our ticketing system, live chats, on-screen shares, and video conferencing. CSRs report to our EMEA team leader and work collaboratively with our global team of Support Professionals.

Requirements

Who Should Apply?

An ideal candidate for this role:

shows an empathetic mindset regarding the goals of others, especially those of customers
loves to help others reach their full potential
demonstrates outstanding written communication skills
knows how to communicate the value of a product in direct customer interactions
desires to continually improve and grow both inside their current role and grow beyond it
is a tech-savvy person who is genuinely interested in exploring new systems and is passionate about spreading knowledge about them
Has a basic level of experience with HTML, CSS, and other programming languages (taken an online/in-person course or past work experience)
Loves automating tasks with Zapier or writing browser scripts in JavaScript.
Has experience with Windows, Mac, iOS, Android, ChromeOS, and Linux operating systems
Demonstrates an ability to determine solutions to complex problems

Requirements:

3+ years experience in customer support and 100% remote roles (SaaS Support experience – Mandatory)
Relevant experience working with a vast number of different software/platforms.
Experience troubleshooting common user computer issues.
You have an organized workplace with a modern enough computer, webcam, preferably a good microphone/headset, stable and high speed internet, and an environment that allows you to conduct professional presentations with minimal interruption.
While Hubstaff's working hours are flexible to your requirements, this role will be hired into the typical UTC+1 – UTC+2 daily working hours.

Benefits

Hubstaff is a fast-growing time-tracking and project management startup that fully embraces remote work.
Our team has people from 30 different countries: we value and welcome diverse backgrounds.
We expect our professionals to work 40 hours/week and hope they can work with us for years to come.
We are looking for someone in the European timezone for this particular position.
Flexibility is essential to us, so Hubstaff offers this flexibility in your day-to-day but also about the contract type.
Our professionals can be hired as contractors (payment/hour) or as employees in more than 15 countries (salaried and getting additional benefits like vacations, paid leaves as sick or maternity or paternity leave, equipment and training bonuses, and health insurance (paid: 50%), among others,).
We get the whole team together on our Annual Retreats to have fun while traveling and getting to know each other! So while 2020 had us virtually meeting because of the pandemic, we met in Portugal (in 2019) and Mexico (in 2018), and we had our first in-person retreat after Covid-19 in the Dominican Republic (Feb 2022).
Annual Salary as an employee: between 114,000 and 119,000 PLN, based on the experience level. This is a fully remote position, and we are giving preference to a professional located in one of the following countries: Poland.