AI-Savvy Customer Support Consultant

Plotbox; Broughshane; On-site; GBP 28,000 - 42,000; Full time

Job summary

PlotBox is seeking a Customer Support Consultant to join our Support team and deliver first-class experiences to customers. You’ll own issues from initial contact to resolution, investigate root causes and communicate clearly through tickets, calls, and knowledge resources.

You’ll work with Product and Development to escalate complex problems, validate AI-assisted triage, and share learnings to improve the support experience while upholding empathy and professionalism in every interaction.

Qualifications

• Proven experience delivering customer-facing technical support.
• Ability to own issues from report to resolution.
• Clear written and verbal communication in English.
• Willingness to cover US hours and weekends when needed.

Responsibilities

• Respond to tickets via in-app messaging, email and phone, owning issues through to resolution or escalation.
• Review AI-generated triage for accuracy and route appropriately.
• Investigate and diagnose issues, distinguishing user/configuration, defects and data issues.
• Resolve queries using product knowledge and established processes.
• Communicate with customers by phone or video call for complex issues.

Skills

Customer support

SaaS experience

Problem solving

Strong communication

Team collaboration

Rapid learning

Tools

Ticketing system

Job description

PlotBox is seeking a Customer Support Consultant to join our Support team and deliver first-class experiences to customers. You’ll own issues from initial contact to resolution, investigate root causes and communicate clearly through tickets, calls, and knowledge resources.

You’ll work with Product and Development to escalate complex problems, validate AI-assisted triage, and share learnings to improve the support experience while upholding empathy and professionalism in every interaction.