AI-Driven Customer Support Specialist

Sift; United States; Remote; USD 50,000 - 70,000; Full time

Benefits offered by this job

Competitive total compensation package

401k plan

Medical, dental and vision coverage

Flexible lifestyle wallet

Learning & development reimbursement

Flexible time off

Company Mental Health Days

Job summary

Sift is seeking a Customer Support Specialist to learn and grow in a complex product, providing thoughtful, effective assistance to customers. You’ll work with senior teammates to build product knowledge, triage issues, and contribute to a knowledge base. A strong communicator who enjoys solving problems will thrive.

You’ll join a team that values AI-assisted workflows and continuous improvement, with opportunities to advance as you gain expertise in digital trust and safety.

Qualifications

• 1–3 years of experience in a customer-facing support, service, or help-desk role, or equivalent practical experience.
• Strong written communication skills — clear, empathetic, and precise under pressure.
• Comfortable learning new software tools and systems quickly.
• Experience leveraging AI/LLM tools for day-to-day work.
• Willingness to ask for help when needed.

Responsibilities

• Respond to customer inquiries via support channels with guidance on unfamiliar issues.
• Troubleshoot product issues using documentation and escalation paths.
• Document and track cases with clear, accurate records in support tools.
• Escalate appropriately when issues are beyond current scope.
• Contribute to knowledge base with notes or suggested edits.
• Develop working understanding of Sift's product and fraud landscape.

Skills

Customer support experience

Strong written communication

AI/LLM tools usage

Curiosity to learn how things work

Ability to ask questions when stuck

Education

Bachelor's degree or equivalent

Tools

Zendesk

Salesforce

SQL

APIs

Job description

Sift is seeking a Customer Support Specialist to learn and grow in a complex product, providing thoughtful, effective assistance to customers. You’ll work with senior teammates to build product knowledge, triage issues, and contribute to a knowledge base. A strong communicator who enjoys solving problems will thrive.

You’ll join a team that values AI-assisted workflows and continuous improvement, with opportunities to advance as you gain expertise in digital trust and safety.