Remote Customer Support Specialist, AI & Automation

Genflow; United Kingdom; Remote; GBP 28,000 - 34,000; Full time

Job summary

Genflow is seeking a reliable Customer Support Agent to drive conversion and retention through expert ticket handling. This remote role focuses on SLA adherence, high ticket volumes, and collaboration on automation and AI-led resolutions.

You will develop brand knowledge, troubleshoot effectively, and contribute to self-service improvements and structured reporting, helping scale a trusted CS function across multiple brands.

Qualifications

• 2+ years previous experience in a ticket-based customer support role.
• Strong written communication and problem-solving skills.
• Highly organised, dependable and comfortable managing high ticket volumes.
• Proactive mindset with a focus on continuous improvement.
• Confident working with support platforms and learning new tools quickly.
• Flexible availability and a willingness to work overtime during peak periods (Nov-Jan).
• Experience with Dixa, Digital Genius or AI-driven customer support tools is a strong advantage.

Responsibilities

• Manage customer support tickets across Genflow-owned, JV and partner brands using Dixa, ensuring all queries are handled accurately, aligned with brand style and within agreed SLAs.
• Prioritise and manage workload effectively to maintain SLA coverage at all times, including during peak periods.
• Develop deep understanding of our brands, products and customer journeys to deliver efficient, high-quality support.
• Identify recurring issues and proactively improve Help Centre FAQs and chatbot responses to reduce ticket volume.
• Support ongoing automation and AI improvements using Digital Genius, contributing to increased non-agent resolution.
• Surface trends and insights from tickets to inform structured reporting, training and wider business improvements.
• Support monthly agent training sessions by highlighting common issues and opportunities for improvement.
• Treat customer support as a key channel for conversion, retention and long-term brand trust.

Skills

Ticket-based support

Written communication

Problem solving

Organization

High ticket volumes

AI-driven tools

Overtime availability

Dixa

Digital Genius

Tools

Dixa

Digital Genius

Job description

Genflow is seeking a reliable Customer Support Agent to drive conversion and retention through expert ticket handling. This remote role focuses on SLA adherence, high ticket volumes, and collaboration on automation and AI-led resolutions.

You will develop brand knowledge, troubleshoot effectively, and contribute to self-service improvements and structured reporting, helping scale a trusted CS function across multiple brands.