AI-Driven Enterprise Support Lead

Apply; Northern (KY); Hybrid; USD 75,000 - 110,000; Full time

Job summary

Apply is seeking an experienced Enterprise Customer Support Specialist to combine deep product knowledge with scalable, automated support for Pro customers. You will diagnose complex issues, guide customers, and feed insights into product development.

You will work with enterprise users via tickets, Slack, and occasional calls, build knowledge bases, and track KPIs to drive improvements. Proficiency in English is essential; multilingual abilities are a plus.

Qualifications

• Minimum 3+ years in B2B enterprise customer support with US/EU market exposure.
• Hands-on experience prompting large-language models and AI fundamentals.
• Ability to translate APIs, SSO/SAML and cloud integrations into guidance.
• Strong critical thinking, fast context-switching, and prioritization.
• Proficient with Intercom, Zendesk, Jira and basic data analysis tools.

Responsibilities

• Diagnose and resolve complex technical questions for enterprise customers via tickets, Slack, and calls.
• Leverage AI tooling to automate support and create self-service solutions.
• Advise on best practices and capture feedback for roadmap discussions.
• Own end-to-end troubleshooting with engineers and clear explanations.
• Create playbooks, use-case flows, and update knowledge bases.
• Track KPIs and propose data-driven process improvements.
• Participate in on-call rotations to ensure global coverage.

Skills

B2B support

AI/LLM tooling

APIs SSO/SAML

Critical thinking

Escalation management

Data analysis

English + another language

Tools

Intercom

Zendesk

Jira

SQL

Looker

Snowflake

Job description

Apply is seeking an experienced Enterprise Customer Support Specialist to combine deep product knowledge with scalable, automated support for Pro customers. You will diagnose complex issues, guide customers, and feed insights into product development.

You will work with enterprise users via tickets, Slack, and occasional calls, build knowledge bases, and track KPIs to drive improvements. Proficiency in English is essential; multilingual abilities are a plus.