Customer Support Specialist

About AI Rudder

AI Rudder is a fast-growing software company transforming customer communication through AI voice automation. Our AI voice assistants enable call centers to conduct natural, human-like conversations at scale, automating routine tasks, reducing costs, and enhancing customer engagement. By integrating automation with a human touch, we help businesses unlock efficiency and scale intelligently. Our long-term vision is to reshape the way companies and customers connect.

About the Role

We are looking for a Junior Customer Support Specialist who will act as a first-line support role for customer inquiries and internal coordination. This position is suitable for candidates with experience in customer support, technical support, IT support, or SaaS support.

You will help Customer Success Managers respond to routine customer questions, track issues, coordinate with R&D teams, follow up on tickets, and ensure customers receive timely and professional support.

Responsibilities

Customer Support

• Handle basic and recurring customer questions through email, chat, meetings, or internal communication channels.
• Provide timely responses to customer inquiries based on product documentation, FAQs, and internal guidance.
• Escalate complex technical or business issues to Customer Success Managers, Product Delivery, or R&D teams.

Issue Tracking & Coordination

• Record, track, and follow up on customer issues, bugs, requests, and feedback.
• Coordinate with R&D, product, and delivery teams to support issue investigation and resolution.
• Ensure clear communication between customers and internal teams on issue status, next steps, and timelines.

Customer Success Support

• Assist Customer Success Managers in daily account support and operational follow-ups.
• Help prepare customer meeting notes, issue summaries, usage reports, and follow-up action items.
• Support customer onboarding, product usage guidance, and basic configuration-related questions.

Documentation & Process Improvement

• Maintain and update FAQs, troubleshooting guides, support playbooks, and internal knowledge base materials.
• Summarize repeated customer questions and suggest improvements to reduce duplicated support work.
• Help standardize support processes and improve response efficiency.

Who You Are

• Experience using ticketing systems, CRM tools, project management tools, or collaboration platforms.
• Experience supporting enterprise customers or B2B SaaS products.
• Basic knowledge of AI, chatbot, voicebot, contact center, or customer engagement solutions.
• Ability to read basic technical documentation and communicate technical issues in a structured way.

This role is a good opportunity for someone who wants to grow into Customer Success Manager, Technical Support Specialist, Product Delivery, or Solution Consultant roles in the future.

Why AI Rudder

• Be part of a pioneering AI company transforming customer engagement through voice automation.
• Collaborate with an international team and gain exposure to cutting-edge technology.
• Work in a dynamic onsite environment with clear performance goals and opportunities for career growth.
• Competitive compensation and a culture that values innovation, learning, and results.

AI Rudder is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants.