Customer Support Specialist: AI-Driven Troubleshooter

sift.com; United States; Remote; USD 45,000 - 65,000; Full time

Benefits offered by this job

Competitive total compensation package

401k plan

Medical, dental and vision coverage

Flexible lifestyle wallet

Learning & development reimbursement

Flexible time off

Company Mental Health Days

Job summary

Sift is seeking a Customer Support Specialist to learn a complex product and develop troubleshooting skills from the ground up. You will respond to inquiries, diagnose issues, and document cases with precision, gradually gaining product knowledge and independent judgment.

With guidance from senior teammates and AI-assisted workflows, you’ll help expand the knowledge base, collaborate with cross-functional teams, and deliver fast, accurate support while maintaining empathy under pressure.

Qualifications

• 1–3 years of customer-facing support experience or equivalent practical experience.
• Strong written communication skills—clear, empathetic, precise under pressure.
• Comfortable learning new software tools and systems quickly.
• Experience using AI/LLM tools (e.g., ChatGPT, Claude) for day-to-day work.
• Willingness to ask for help and develop product knowledge over time.

Responsibilities

• Respond to customer inquiries via support channels with guidance as needed.
• Troubleshoot product issues and diagnose common problems using documentation and escalation paths.
• Document and track cases with clear, accurate notes for future support.
• Escalate appropriately when issues exceed current scope.
• Contribute to knowledge base with notes and suggested edits.
• Build product expertise and understand the fraud landscape to solve problems independently.

Skills

Customer support experience

Written communication

Learning new software

AI/LLM tools experience

Curiosity and ask for help

Education

Bachelor's degree or equivalent

Tools

Zendesk

Salesforce

Job description

Sift is seeking a Customer Support Specialist to learn a complex product and develop troubleshooting skills from the ground up. You will respond to inquiries, diagnose issues, and document cases with precision, gradually gaining product knowledge and independent judgment.

With guidance from senior teammates and AI-assisted workflows, you’ll help expand the knowledge base, collaborate with cross-functional teams, and deliver fast, accurate support while maintaining empathy under pressure.