AI Product Specialist

Hona is building the AI Case Manager for personal injury law firms. Every day, legal teams lose hours to manual intake, missed follow-ups, and disorganized client communication. We're replacing all of it with AI staff that work around the clock and never drop the ball. We already serve hundreds of law firms across the country and millions of plaintiffs, and we're moving fast to define an entirely new category in legal tech.

As a startup, we move quickly, value ownership, and empower our team members to make a real impact from day one.

We are looking for a motivated and technically curious AI Product Specialist to join our team. This role sits at the intersection of AI, product, and customer success.

You will be responsible for training and optimizing our AI support agent to accurately respond to customer support tickets and troubleshoot product issues. When complex or sensitive issues arise, you’ll step in directly to work with customers and ensure their problems are fully resolved.

This is an ideal opportunity for a recent college graduate with a technical background who is excited about AI, eager to work in a startup environment, and passionate about delivering excellent customer experiences.

Key Responsibilities

• Train, evaluate, and continuously improve our AI agent’s responses to customer support tickets
• Analyze support conversations to identify patterns, gaps, and opportunities for AI optimization
• Troubleshoot customer-reported bugs and product issues
• Step in to directly communicate with customers when issues require human intervention
• Clearly document bugs, edge cases, and feature requests for the product and engineering teams
• Collaborate cross-functionally with engineering, product, and customer success
• Monitor AI performance metrics and recommend improvements
• Help develop internal processes for scaling AI-powered support

• Recent college graduate (or graduating soon) with a degree in Computer Science, Engineering, Information Systems, or a related technical field
• Strong interest in AI, machine learning, and emerging technologies
• Comfortable troubleshooting software issues and reading technical documentation
• Customer-focused mindset with the ability to explain technical concepts clearly
• Highly self-motivated and comfortable working in a fast-paced startup environment
• Strong problem-solving skills and attention to detail

• Experience working with AI tools or prompt engineering
• Internship or project experience in technical support, product, or software development
• Familiarity with ticketing systems (Intercom, Zendesk, etc.)
• Basic understanding of APIs, logs, or debugging workflows

• Early-stage startup environment with real ownership and impact
• Work directly with leadership and product teams
• Opportunity to shape how AI is implemented in customer support
• Rapid learning and career growth
• Competitive salary and benefits

If you’re excited about AI, love solving problems, and want to help build the future of intelligent customer support, we’d love to hear from you.