AI Support Specialist — Hybrid & PTO Included

Winclap; México; Hybrid; MXN 335,000 - 614,000; Full time

Benefits offered by this job

Language classes (English, Portuguese,

OpenAI or Gemini Premium License

Paid Time Off: 25 days/year

Hybrid Work: 2 days in office

Job summary

Winclap is seeking an AI Special Forces Specialist to join our team as a frontline helper for clients using AI agents. You will troubleshoot, configure integrations, and coordinate with CS, Onboarding, Product, and Engineering to resolve issues swiftly and maintain strong client relationships.

The role requires excellent communication, strong organization, and a passion for technology and AI. Hybrid work is available, with two in-office days and remote work the rest of the time.

Qualifications

• Experience in customer 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.

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.

Skills

Customer support

Troubleshooting

AI concepts

Communication

Organization

Team collaboration

Problem solving

Tools

Zapier

Python

Job description

Winclap is seeking an AI Special Forces Specialist to join our team as a frontline helper for clients using AI agents. You will troubleshoot, configure integrations, and coordinate with CS, Onboarding, Product, and Engineering to resolve issues swiftly and maintain strong client relationships.

The role requires excellent communication, strong organization, and a passion for technology and AI. Hybrid work is available, with two in-office days and remote work the rest of the time.