Remote AI-Powered Support Analyst for Fraud & SaaS

Outsourced; Metro Manila; Remote; PHP 391.000 - 580.000; Vollzeit

Zusammenfassung

Outsourced is seeking a Customer Support Analyst to support an AI-backed platform that detects and prevents fake users, bots, and fraud. You will serve as the primary contact for incoming customer inquiries while working remotely from the Philippines.

You will troubleshoot, draft clear responses, utilize AI tools such as ChatGPT and Claude, and escalate when needed. Knowledge base maintenance and process refinement are part of the role, with a preference for candidates experienced in B2B SaaS or

Qualifikationen

• Strong written communication, problem-solving skills, and detail orientation.
• Comfortable learning technical products and working independently.
• Proficiency with AI tools (Claude, ChatGPT, etc.) and the ability to review and validate AI outputs.
• Sound judgment on when to resolve an issue versus when to escalate it.

Aufgaben

• Customer Support: Serve as the first line of contact for incoming support tickets via email, Slack, and other support channels.
• Troubleshooting: Investigate and resolve common product, account, and technical questions.
• AI Integration: Utilize AI tools to analyze issues, draft responses, and streamline workflows.
• Escalation & Routing: Gather necessary context and route complex issues to Engineering, Product, or Customer Solutions teams.
• Documentation: Maintain knowledge base articles and refine support processes.

Kenntnisse

Written communication

Problem solving

Detail orientation

Independent learning

AI tools proficiency

Tools

Zendesk

Intercom

Pylon

Jobbeschreibung

Outsourced is seeking a Customer Support Analyst to support an AI-backed platform that detects and prevents fake users, bots, and fraud. You will serve as the primary contact for incoming customer inquiries while working remotely from the Philippines.

You will troubleshoot, draft clear responses, utilize AI tools such as ChatGPT and Claude, and escalate when needed. Knowledge base maintenance and process refinement are part of the role, with a preference for candidates experienced in B2B SaaS or