Customer Support Specialist - Singapore

6 дн. назад

СингапурOnsite

Customer Support Specialist role at focusing on supporting users of AI-powered professional tools.

is building the real-world AI interface for professionals to amplify intelligence, elevate productivity and performance, loved by over 3,000,000 users across 170+ countries and regions since 2023. With a mission to amplify human intelligence, captures, structures, and compounds the intelligence generated in conversations — so humans can think better, decide faster, and execute with clarity.
Inc. is a Delaware-incorporated, San Francisco-based company. With ISO 27001, ISO 27701, GDPR, SOC 2 Type II, HIPAA, and EN 18031 compliance, is committed to the highest standards of data security and privacy protection.
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Handle complex escalated customer cases (T2) end-to-end — from initial triage through to full resolution — within First Reply and Full Resolution SLA targets, using sound judgment on cases that T1 tooling and AI-assisted handling could not resolve.
Own at least one T2 operational domain (e.g. refunds, logistics, device lock/unbinding, or fraud): maintain its SOP, monitor for anomalies, and surface patterns or systemic issues to the team and relevant internal stakeholders.
Collaborate cross-functionally with logistics, finance, and product teams to resolve cases that require internal escalation or policy decisions, ensuring the customer receives a clear, accurate, and timely outcome.
Pursue SOTA in T2 support quality: Benchmark 's resolution quality and response practices against industry-leading support operations (e.g. Apple support); identify gaps in current SOPs and propose improvements that reduce repeat escalations or handling time.
Use AI-assisted tools (suggested replies, auto-classification, macro libraries) to the fullest to maintain throughput at target productivity, while applying human judgment where AI output is insufficient for the complexity of the case.

1 - 3 years of customer service experience with demonstrated ability to handle complex or escalated cases independently, not just high-volume T1 ticket-closing.
C1-or-above written English: able to draft clear, professional, and empathetic responses to customers in high-stakes situations (disputes, refund denials, account issues) without supervisory review of language.
Proven ability to own a process or domain end-to-end — not just execute tasks — including maintaining documentation and flagging anomalies without being prompted.
Comfortable operating at sustained high throughput (50+ tickets per working day) without a drop in resolution quality or customer communication standard.
Strong cross-functional communication: able to coordinate with internal teams (logistics, finance, product) to drive case closure, not just relay information.

Experience with Zendesk or a comparable ticketing platform (trainable to working fluency in approximately two weeks if not already held).
Prior exposure to a T2 or escalation-tier support function, or to a domain with high-stakes customer outcomes (refunds, fraud, account recovery, device/hardware issues).
Experience in a consumer hardware or subscription Saas support environment where resolving cases requires product knowledge depth (e.g. account/subscription management,refund and return management)-not just policy lookup.

Meaningful Ownership An Employee Stock Ownership Plan (ESOP) that gives a real stake in ’s long-term success.
High-Impact Environment Work in a fast-moving, product-driven environment where your ideas directly shape the future of AI productivity.
Cutting-Edge AI Tools for Productivity Access to best-in-class AI tools, including Gemini, Claude Code, and other frontier AI systems to maximize engineering and execution efficiency.
Best-in-Class Equipment Choice of top-spec laptops, high-performance workstation setups, and cutting-edge devices for all new hires.
Team & Culture Annual company offsites, team events, and a culture that values craftsmanship, ownership, and velocity.
Medical & Insurance Coverage Comprehensive benefits to protect our employees' financial security, physical health, and longterm growth. Medical insurance and WICA coverage for all full-time employees.

is building the next generation intelligence infrastructure and interfaces to capture, extract, and utilize intelligence from what people say, hear, see, and think.
is a bootstrapped, skyrocketing, profitable company with a $300M revenue run rate achieved in just three years.
Define the next-gen paradigm for human-AI interaction.
Gain exposure to cutting-edge AI for Pro tools and play a direct role in our global expansion.
Work with passionate teammates who value innovation, collaboration, and customer success.
Grow your career in a culture that champions continuous learning and fast career development.
Market-competitive compensation, global exposure, and a vibrant, creativity-fueled work atmosphere.