Customer Support Specialist

aircallioinc; United States; Remote; USD 52,000 - 76,000; Full time

Benefits offered by this job

Competitive salary and benefits

Job summary

aircallioinc is seeking a customer support role focused on helping business customers resolve product questions and technical issues so teams stay productive. You will investigate requests, explain features, and coordinate with a global support team to resolve or escalate cases.

The role offers exposure to customer-facing, product, and technical work across the organization, with a collaborative, fast-learning environment and competitive benefits.

Qualifications

• 1+ year in B2B SaaS customer support or transferable experience.
• Clear written and spoken English.
• Familiarity with ticketing systems and a basic understanding of CRM platforms.
• General computer skills and the technical aptitude to investigate and explain customer issues.
• Ability to work collaboratively across teams in an international, multilingual environment.

Responsibilities

• Understand customer questions and concerns, troubleshoot issues, and recommend practical solutions.
• Explain product features and technical concepts clearly to users and internal partners.
• Escalate issues when needed and coordinate with other teams to reach timely resolutions.
• Manage multiple conversations and support platforms while prioritizing work effectively.
• Use AI assistants to support troubleshooting and improve response efficiency, checking outputs for accuracy.

Skills

Fluent English

Tools

Ticketing systems

CRM platforms

Job description

Role overview

Help business customers resolve product questions and technical issues so they can keep their teams working effectively. You'll investigate requests, explain product features and solutions, and coordinate with a global support team to resolve or escalat e cases. The role also offers exposure to customer-facing, product, and technical work across the organization.

Responsibilities

• Understand customer questions and concerns, troubleshoot issues, and recommend practical solutions.
• Explain product features and technical concepts clearly to users and internal partners.
• Escalate issues when needed and coordinate with other teams to reach timely resolutions.
• Manage multiple conversations and support platforms while prioritizing work effectively.
• Use AI assistants to support troubleshooting and improve response efficiency, checking outputs for accuracy.

Requirements

• Ideally one or more years in B2B SaaS customer support, or relevant transferable experience.
• Fluency in English and strong written and spoken communication.
• Familiarity with ticketing systems and a basic understanding of CRM platforms.
• General computer skills and the technical aptitude to investigate and explain customer issues.
• Curiosity, empathy, sound time management, and the ability to handle multiple tasks and communication channels.
• Ability to work collaboratively across teams in an international, multilingual environment.

Nice to have

• Spanish language skills.
• Experience using AI assistants, including writing effective prompts and verifying their answers.

Benefits and work setup

• The listing describes a collaborative, fast-learning environment, attention to work-life balance, and a competitive salary and benefits package. It also notes opportunities to develop into customer services, product, engineering, or other roles.