Customer Support Analyst (Homebased)

Job Summary

You'll triage incoming requests, resolve common issues, and investigate and gather context before escalating more complex questions

Job Description

We're hiring a remote Customer Support Analyst to be the first line of support for our customers. You'll triage incoming requests, resolve common issues, and investigate and gather context before escalating more complex questions. You'll use AI tools heavily to help analyze issues, draft responses, and scale support workflows. You will report to the Director of Customer Solutions.

What You'll Do:

• Triage and manage incoming customer support tickets
• Work directly with customers via support channels (email, slack, Pylon)
• Investigate issues using internal tools, documentation, and AI
• Resolve common product, account, and troubleshooting questions
• Review AI-generated analyses and responses, correcting or adding context as needed
• Route technical or complex issues to Customer Solutions, Product, or Engineering
• Build and maintain articles in the knowledge base
• Identify patterns in issues and improve documentation & support processes
• Keep customers updated and ensure tickets are resolved quickly

Qualifications:

• Strong written communication and customer service skills
• Excellent problem-solving ability and attention to detail
• Curious and comfortable learning technical products
• Strong judgment around when to resolve vs. escalate an issue
• Organized and able to manage multiple requests
• Strong grasp of various AI tools (Claude, ChatGPT, Grok, etc) and independently validating their output
• Ability to work independently and take ownership

Bonus Points

• Experience in customer support, operations, or customer success
• Experience supporting a B2B SaaS or technical product
• Familiarity with support tools such as Pylon, Zendesk, or Intercom
• Familiarity with APIs, fraud, security, or risk systems

Additional Information:

• Homebased
• M to F, 11pm to 8am PH Time