AI-Driven Product Support Specialist

Fourkites

Chicago (IL)

Hybrid

USD 70,000 - 80,000

Full time

14 days+

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Job summary

FourKites in Chicago, IL is seeking a Specialist to join our Product Support team. You will provide advanced technical support for our B2B SaaS platform, triaging requests, guiding customers, and collaborating with Product, Engineering, and Customer Success to resolve complex issues.

You’ll work across time zones, embrace AI-assisted workflows, and have the opportunity to grow into senior or technical account management paths as you deepen your technical expertise and customer relationships.

Qualifications

2+ years in a technical support, customer success, or similar customer-facing technical role, ideally in B2B SaaS.
Demonstrated ability to manage multiple complex issues simultaneously while maintaining clear communication with customers.
Experience troubleshooting technical systems — logs, APIs, or queries to root cause.
Comfort using AI assistants (ChatGPT, Claude, Copilot) as part of workflow.
Strong written and verbal communication skills, able to explain technical concepts to non-technical audiences.
Comfort working across time zones and with distributed teams.
English language fluency required.

Responsibilities

Serve as a primary point of contact for inbound customer and carrier communications across phone, email, and chat.
Triage requests, assess urgency, route appropriately, and own resolution within scope.
Proactive outbound outreach to customers and carriers to address issues before escalation.
Manage complex cases from first contact through resolution with clear customer updates.
Translate technical findings into clear, actionable guidance for customers.