Customer Support Specialist - Remote

Replika; Berlin; Remote; EUR 35.000 - 50.000; Vollzeit

Zusammenfassung

Replika seeks a Customer Support Specialist to provide thoughtful assistance to a global user community. You will handle an average of 150 inquiries per day, ensuring user satisfaction while troubleshooting issues and collaborating on feedback. This role values empathy and excitement for AI technology to enhance digital experiences.

Leistungen

Competitive compensation

Freedom to work remotely

Team offsites in different countries

High-responsibility environment

Qualifikationen

• 2+ years of experience in customer support, ideally in tech or SaaS environments.
• Excellent written English (C1+).
• Excited about AI and helping people.

Aufgaben

• Respond to users via email, Discord, and Reddit.
• Troubleshoot issues and resolve user concerns.
• Collaborate with the team to propose solutions for user satisfaction.

Kenntnisse

Empathy

Calmness

Problem Solving

Detail-oriented

Tools

Zendesk

Jobbeschreibung

An AI companion who is eager to learn and would love to see the world through your eyes. Replika is always ready to chat when you need an empathetic friend.

About Replika

Replika is an AI companion loved by 35M+ users worldwide. We're redefining what it means to connect with technology - emotionally, intelligently, and personally. From mobile to VR, we're building an experience that feels less like software and more like someone who gets you. Our team is mission-first, future-facing, and here to create something wonderful. We value agency, room for magic, and a relentless pursuit of good.

About the Role

As a Customer Support Specialist , you’ll be the empathetic, thoughtful voice behind Replika — the person users turn to when they need help, clarity, or just a bit of reassurance. You’ll be supporting a fast-growing global community, with around 150 user inquiries per day , so being able to respond efficiently without losing the human touch is key.

What You’ll Do

• Respond to users via email , Discord , and Reddit , providing thoughtful and timely support.
• Troubleshoot issues, resolve user concerns, and escalate technical problems when necessary.
• Collaborate with the team to identify trends in feedback and propose creative solutions for improving user satisfaction.
• Develop and maintain a deep understanding of Replika’s AI products to effectively assist users.

What You’ll Need to Succeed

• 2+ years of experience in customer support (ideally in tech, SaaS, or app-based environments).
• Excellent written English (C1+) — you can express empathy clearly and professionally.
• Calm and solutions-oriented, even when handling multiple conversations or frustrated users.
• Detail-oriented, well-organized, and reliable with follow-through.
• Excited about AI, technology, and helping people feel supported through digital experiences.

Bonus if you have :

• Experience with Zendesk or similar ticketing tools.
• Personal interest in mental health, emotional well-being, or digital communities.

What You’ll Get

• Competitive compensation
• A chance to build a product that actually matters to millions of people
• Freedom to work remotely with a globally distributed team
• Offsites in different countries with people who actually like each other
• A trustworthy, high-responsibility environment where your ideas really matter