Customer Support Specialist – AI Assisted

Hire Hangar Global; Manila; A distancia; PHP 2.229.000 - 3.503.000; Jornada completa

Descripción de la vacante

Hire Hangar Global is seeking a Customer Support Specialist to deliver high-quality help using AI-assisted tools. This remote role requires working EST hours (8:00 AM – 4:00 PM) and supporting US/UK clients via email, chat, and tickets.

You will draft responses with AI, maintain tickets, and ensure fast, accurate resolutions while upholding a human, customer-first approach. Prior experience with remote collaboration tools is mandatory.

Formación

• Experience in customer support or service roles.
• Experience using AI tools for customer communication or workflow efficiency.
• Remote work experience with collaboration tools (Slack/Zoom/GS/Asana) and US/UK clients.
• Strong written communication and attention to detail.
• Ability to work fixed EST hours (8:00–16:00).

Responsabilidades

• Provide customer support via email, chat, and ticketing systems.
• Use AI-assisted tools to draft and optimize responses.
• Resolve order, product, and account inquiries.
• Escalate complex issues with internal teams as needed.
• Maintain accurate support records and tickets.
• Follow SLAs and quality standards.
• Contribute to improving AI prompts and support processes.

Conocimientos

Customer support

AI tools

Remote work

Written communication

EST hours

Herramientas

Zendesk

Gorgias

Freshdesk

Slack

Zoom

Google Workspace

Descripción del empleo

Join Hire Hangar and work with fast-growing global companies while building a long-term career.

Job Title: Customer Support Specialist – AI Assisted

Location: Remote
Time Zone: EST (Working Hours: 8:00 AM – 4:00 PM EST)

Role Overview

We are seeking a Customer Support Specialist to deliver high-quality customer support using AI-assisted tools to improve response time, accuracy, and customer satisfaction. This role supports customers through digital channels and leverages AI to streamline workflows while maintaining a human, customer-first approach.

Key Responsibilities

• Provide timely and professional customer support via email, chat, and ticketing systems

• Use AI-assisted tools to draft, summarize, and optimize customer responses

• Resolve order, product, and account-related inquiries efficiently

• Escalate complex issues and collaborate with internal teams as needed

• Maintain accurate support records and ticket documentation

• Follow support workflows, SLAs, and quality standards

• Contribute to improving AI prompts, macros, and support processes

Required Qualifications

• Hands-on experience in customer support or customer service roles

• Experience using AI tools to assist with customer communication or workflow efficiency

• Prior experience working remotely is mandatory, including fluency with remote collaboration tools such as Slack, Zoom, Google Workspace, Asana (or similar), and experience working with US or UK-based companies; applications without this experience will not be considered

• Strong written communication skills and attention to detail

• Ability to work fixed hours aligned to EST (8:00 AM – 4:00 PM)

Preferred Qualifications

• Experience supporting e-commerce or digital-first businesses

• Familiarity with ticketing systems and support KPIs

• Experience contributing to knowledge bases or help centers

Tools & Technology

• Support Platforms: Zendesk, Gorgias, Freshdesk, or similar

• AI Tools: ChatGPT, AI-powered macros, or similar

• Collaboration: Slack, Zoom, Google Workspace