AI-Savvy Customer Support Specialist

Sift; United States; Remote; USD 50,000 - 65,000; Full time

Benefits offered by this job

Competitive total compensation

401k plan

Medical, dental and vision coverage

Flexible lifestyle wallet

Learning & development reimbursement

Flexible time off

Company Mental Health Days

Job summary

Sift in the United States is seeking a Customer Support Specialist to learn a complex product and build real troubleshooting skills from the ground up. With guidance from senior teammates, you’ll diagnose issues, document cases, and grow product knowledge to resolve problems independently over time.

You'll develop strong written communication, leverage AI-assisted workflows, and contribute to knowledge base improvements while delivering supportive, precise help to customers in a fast-paced

Qualifications

• 1–3 years of experience in a customer-facing support role or equivalent practical experience
• Strong written communication skills under pressure with empathetic tone
• Comfortable learning new software tools and systems quickly
• Experience leveraging AI/LLM tools for day-to-day work and AI-assisted workflows
• Willingness to ask for help when needed and curiosity about how things work

Responsibilities

• Respond to customer inquiries via support channels with guidance from senior team members
• Troubleshoot product issues by diagnosing and using documentation and escalation paths
• Document and track cases with clear, accurate records in support tools
• Escalate issues appropriately to ensure correct ownership
• Contribute to knowledge base with notes or edits as you learn
• Build product expertise and understand the fraud landscape Sift operates in

Skills

Strong written communication

Curiosity about how things work

Learning new software quickly

Experience with AI/LLM tools

Customer-facing experience

Education

Bachelor's degree in a relevant field

Tools

Zendesk

Salesforce

APIs

SQL

Job description

Sift in the United States is seeking a Customer Support Specialist to learn a complex product and build real troubleshooting skills from the ground up. With guidance from senior teammates, you’ll diagnose issues, document cases, and grow product knowledge to resolve problems independently over time.

You'll develop strong written communication, leverage AI-assisted workflows, and contribute to knowledge base improvements while delivering supportive, precise help to customers in a fast-paced