AI Customer Support Specialist

Getdarwin; Ciudad de México; Híbrido; MXN 300,000 - 500,000; Jornada completa

Descripción de la vacante

A dynamic tech company in Mexico, Ciudad de México, is seeking an AI Special Forces Specialist. This role is essential for providing top-notch support to clients facing issues with AI agents. Ideal candidates have experience in technical support and share a passion for technology and AI. The position offers a hybrid work environment and various benefits, including language classes and paid time off.

Servicios

Language Classes

OpenAI Premium License

Paid Time Off

Formación

• Experience in Customer Support, Technical Support, or Helpdesk roles.
• Familiarity with AI behavior and JSON structures.
• Programming knowledge, especially in Python, is a plus.

Responsabilidades

• Respond to customer inquiries via WhatsApp, email, and Slack.
• Troubleshoot and resolve technical problems.
• Document support activity and maintain logs of issues.

Conocimientos

Customer Support experience

Strong troubleshooting skills

Ability to manage multiple cases

Strong written and verbal communication

Adaptability in fast-paced environments

Herramientas

Python

Zapier

APIs

Descripción del empleo

Overview

We are looking for a highly motivated individual to join our AI Special Forces team. A person who is passionate about delivering fast, effective, and high-quality support to clients, and is driven by the potential of technology and AI. This role is perfect for someone who loves solving problems, is highly organized, and has a strong interest in technology and AI.

As an AI Special Forces Specialist, you will play a critical role, acting as the first line of defense when clients encounter issues with their AI agents or need to integrate them with external systems. You’ll work directly with customers to resolve questions, troubleshoot technical problems, and collaborate with internal teams (CS, Onboarding, Product, and Engineering) to ensure issues are resolved promptly and thoroughly. Your work is key to maintaining strong client relationships and ensuring satisfaction with the Darwin AI experience.

Responsibilities

• Respond to customer inquiries via WhatsApp, email, and Slack, ensuring fast responses and high customer satisfaction.
• Troubleshoot and resolve technical problems, especially those related to AI behavior, configuration, and API integrations
• Monitor and act on alerts from internal tools like Slack channels and customer feedback submitted in the Darwin platform
• Work closely with Product and Engineering teams, escalating complex issues and contributing to product improvements.
• Document support activity in the appropriate platform, maintaining accurate logs of issues and resolutions.
• Identify recurring issues and contribute to internal documentation and FAQs.
• Collaborate with the Customer Success and Onboarding teams to ensure a seamless customer experience.
• Audit AI conversations to detect bugs or opportunities for improvement.
• Ensure that all critical feedback and issues are resolved within the SLA.

Qualifications

• Experience in Customer Support, Technical Support, or Helpdesk roles, ideally in SaaS or tech environments.
• Strong troubleshooting skills and ability to resolve issues efficiently.
• Familiarity with AI behavior, JSON structures, and state machines (training provided).
• Experience with AI configuration, WhatsApp, APIs, and third-party integrations.
• Knowledge of process automation; experience with Zapier is a plus.
• Programming knowledge, especially in Python, is a plus.
• Ability to explain technical concepts clearly to both technical and non-technical audiences
• Highly organized, with the ability to manage multiple support cases at once.
• Strong written and verbal communication skills.
• A customer-first mindset with a genuine desire to help clients succeed.
• A team player with adaptability in fast-paced environments.
• Passion for technology, AI, and continuous learning.

Benefits

• Language Classes: Access to language classes (English, Portuguese, Spanish) to enhance communication skills.
• OpenAI Premium License: Complimentary access to an OpenAI premium license for personal or professional use.
• Paid Time Off: Enjoy 25 days/year of paid vacations and holidays to recharge and maintain a healthy work-life balance.
• Soft Hybrid Work: We meet 3 days/month in our Co Work offices, the rest of the time you can work remotely from wherever you like!