AI-Powered Customer Solutions & Support Specialist

Swooped; United States; On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

401(k) plan

Medical, dental, and vision coverage

Learning and development reimbursement

Flexible time off

Company mental health days

Job summary

Swooped is seeking a customer support specialist to guide users through digital trust and safety platforms, collaborating with Customer Success, Solutions Engineering, and Engineering teams to resolve inquiries. You will troubleshoot, triage, and document issues with clear, precise communication.

You'll leverage AI tools to provide fast, consistent assistance, learn domain knowledge in fraud, trust, and safety, and escalate complex cases when needed.

Qualifications

• 1–3 years in customer-facing support or help-desk.
• Clear, empathetic written communication under pressure.
• Comfort learning new software and systems quickly.
• Experience using AI/LLM tools for daily tasks.

Responsibilities

• Respond to support tickets across channels with senior teammates when needed.
• Troubleshoot platform issues using docs and escalation paths.
• Keep accurate records of issues and resolutions in tools.
• Route out-of-scope issues to appropriate team.
• Contribute to knowledge base with gaps and updates.
• Build domain knowledge in fraud, digital trust, and safety.

Skills

Excellent written communication

AI/LLM tools experience

Problem-solving

Strong learning agility

Education

Bachelor's degree or equivalent practical experience

Tools

Zendesk

Salesforce

APIs & SQL basics

Job description

Swooped is seeking a customer support specialist to guide users through digital trust and safety platforms, collaborating with Customer Success, Solutions Engineering, and Engineering teams to resolve inquiries. You will troubleshoot, triage, and document issues with clear, precise communication.

You'll leverage AI tools to provide fast, consistent assistance, learn domain knowledge in fraud, trust, and safety, and escalate complex cases when needed.