AI-Powered Support Specialist | Automations & Insights

Headway Inc; United States; Hybrid; USD 42,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Sick leave compensation

Hybrid work option

Corporate holidays

Job summary

Headway Inc is a global tech company focused on lifelong learning, serving 170 million users. We’re building an AI-powered support framework and are looking for a Support Agent to help customers, investigate complex tickets, and contribute to product decisions.

In this full-time, hybrid role, you’ll collaborate with Product, Engineering, and Payments to deliver thoughtful help. You’ll grow into automation, analytics, and a knowledge base while maintaining a strong focus on outcomes and user

Qualifications

• Experience in customer support or a user-facing role.
• Excellent written and spoken English communication.
• Ability to work with AI-powered tools and adapt to evolving processes.

Responsibilities

• Handle complex user cases requiring empathy and product understanding.
• Work with AI tools to monitor quality and improve automation.
• Audit and improve support processes for scalability.
• Act as a bridge between users and product team to surface insights.
• Proactively detect anomalies or spikes in user requests.

Skills

Customer support

English proficiency

Analytical thinking

Collaboration

Job description

Headway Inc is a global tech company focused on lifelong learning, serving 170 million users. We’re building an AI-powered support framework and are looking for a Support Agent to help customers, investigate complex tickets, and contribute to product decisions.

In this full-time, hybrid role, you’ll collaborate with Product, Engineering, and Payments to deliver thoughtful help. You’ll grow into automation, analytics, and a knowledge base while maintaining a strong focus on outcomes and user