Merchant Support & AI Troubleshooter

Spoks; Austin (TX); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Paid vacation

Company holidays

Medical insurance

401(k) match

Annual offsites

Equipment provided

Job summary

Spoks is seeking a customer support-oriented candidate in Austin for a hybrid role that blends chat, email and calls. You will learn the product, listen to questions, and explain how to use email and SMS effectively. The team values curiosity, patience and a friendly, clear communication style.

Role can be full-time or part-time with a minimum commitment; compensation reflects a scaled schedule. You’ll collaborate with a founder in Austin and have access to colleagues in Norway and Poland to

Qualifications

• Clear, friendly writing and confident communication.
• Willingness to learn new software quickly.
• Patience when customers are frustrated and you ask useful questions.
• Curiosity about AI and willingness to learn how to use it.

Responsibilities

• Help customers through chat, email and calls; understand problems and explain next steps.
• Investigate issues and pass bugs to engineering with clear notes; keep customers updated.
• Create helpful articles and tutorials with Content Producer; develop product walkthroughs.
• Assist with Fin, the AI assistant in Intercom; review answers and improve information sources.
• Share customer feedback with Growth, Content and engineering to improve the product and explanations.

Skills

Clear writing

Learn software quickly

Patient demeanor

Explain concepts clearly

Curious about AI

Job description

Spoks is seeking a customer support-oriented candidate in Austin for a hybrid role that blends chat, email and calls. You will learn the product, listen to questions, and explain how to use email and SMS effectively. The team values curiosity, patience and a friendly, clear communication style.

Role can be full-time or part-time with a minimum commitment; compensation reflects a scaled schedule. You’ll collaborate with a founder in Austin and have access to colleagues in Norway and Poland to