Support Agent

Job Specification

Our Client aglobal AI talent development company is seeking a Support Agent to join their growing team. The role is critical in delivering exceptional customer experiences while ensuring smooth operational and administrative processes.

• Customer Support & Troubleshooting – Respond to customer inquiries via email, chat, and helpdesk platforms (Zendesk, Intercom, Freshdesk, etc.). Guide users through product navigation, account setup, issue resolution, and troubleshoot technical issues, escalating system problems as needed.
• Administrative & Workflow Support – Manage day‑to‑day administrative tasks including documentation, spreadsheets, and reports. Maintain and update internal knowledge bases, FAQs, and training materials. Organize and track support tickets, ensuring timely resolution and proper follow‑up. Use AI tools such as ChatGPT, Gamma, and Gemini to automate tasks, create content, and improve efficiency.
• Feedback & Reporting – Gather and summarize user feedback for product and support teams. Identify trends in support requests to drive process improvements. Track and report on support metrics including response times, resolution rates, and user satisfaction.
• Customer Onboarding & Retention Support – Support new users during onboarding with proactive check‑ins and guidance. Assist with tutorials, walkthroughs, and best practices to ensure user success and retention.
• Cross‑Functional Collaboration – Work with product engineering and marketing teams to provide context‑rich user stories. Help refine user flows, messaging, and service design through frontline insights.

• 12 years of experience in customer support, customer success, or administrative support roles.
• Strong written and verbal communication skills in English.
• Tech‑savvy with the ability to learn new systems and AI tools quickly.
• Excellent organizational skills, attention to detail, and ability to manage multiple tasks.
• Experience using support platforms such as Zendesk, Intercom, Freshdesk, or similar.
• High emotional intelligence, patience, and a user‑focused mindset.
• Ability to work independently in a fast‑paced, remote‑first environment.
• Experience supporting AI SaaS or EdTech platforms.
• Familiarity with learning management systems, coaching platforms, or CRM tools.
• Experience in a startup or hyper‑growth company environment.
• Proficiency with AI tools (ChatGPT, Gemini, Gamma) for documentation, reporting, and workflow optimization.
• Fluency in additional languages is a plus.

Full‑Time