Product Support Specialist

Slang; United States; Remote; USD 70,000 - 80,000; Full time

Job summary

Slang AI in the United States is seeking a customer-focused Support Associate to be the first line of contact for restaurant operators. You will triage issues—from phones-down problems to API integrations—and translate them into actionable tickets for Engineering, while keeping customers informed and reassured.

You’ll collaborate across Sales, CX, Ops, and Finance, spotting patterns, documenting bugs, and delivering clear, empathetic communication.

Qualifications

• 1–4 years of experience in front of customers directly, ideally with a technical or software product
• A real interest in the technical side of the product and how things work
• A troubleshooter's instinct and a bias for asking questions before escalation
• Comfort using data to guide decisions; reviewing logs and trends
• Clear, warm writing that explains fixes to non-technical users
• Active use of AI tools in daily work; AI-native mindset
• Drive to go beyond the baseline fix and own outcomes

Responsibilities

• Triaging issues like phones-down emergencies, API integrations, feature requests
• Route issues toEngineers and translate into actionable tickets
• Maintain customer-informed and reassured communication during fixes
• Serve as connective tissue between Sales, CX, Ops, Finance and Product Eng.
• Notice patterns in tickets and ensure they are not lost between vague notes and tickets
• Follow a repeatable system with a tiering framework, a debugging process, and a knowledge base

Skills

Customer support

Communication

Data analysis

AI tools usage

Tools

Pylon

Linear

Slack

Looker

Cekura

Canny

Claude

Job description

About Slang AI

Slang AI is redefining customer engagement through conversational AI, making every interaction seamless and efficient. Our mission is to transform the restaurant industry by providing the ultimate voice AI solution for consistently outstanding customer experiences.

At Slang AI, we believe how we build matters just as much as what we build. We foster a culture rooted in hospitality, ownership, and clarity, where every “Slangsta” feels valued, supported, and connected to the broader impact of our work in the AI-powered future of restaurants.

What Your Experience Will Be

You're the first line of contact for restaurant operators calling or writing in with a problem: a phones-down emergency, an API connection to a reservation platform that needs diagnosing, a feature request that needs to be logged and managed, a guest experience a customer wants reviewed.

Triaging issues like these day to day, you'll learn to identify what you're actually dealing with — something you can resolve yourself with a known workaround or clear explanation, an expected limitation that needs professional, patient communication to work through, or a real bug, in which case the job shifts to documenting it clearly for Engineering and keeping the customer informed and reassured while it gets fixed.

You're also the connective tissue between the rest of the company and Product Engineering. When a teammate anywhere in the org — Sales, CX, Ops, Finance — runs into something that looks like a product issue, Support is where it gets routed, translated into something actionable, and handed off. You're often the first person to notice a pattern worth flagging, and the one making sure it doesn't get lost between "someone mentioned this once" and "Engineering actually has a ticket for it."

You'll have senior-level support throughout the role, not just while you're getting oriented. Remote-first, with occasional trips to HQ. You'll be working with tools like Pylon, Linear, Slack, Looker, Cekura, Canny, and Claude — no prior experience with these exact tools required, but comfort with similar ticketing, analytics, or support tooling is a plus.

Why You Belong Here and How You Will Grow

• You spot the small thing before it becomes the big thing — a pattern in tickets, a customer who's a little too quiet about being frustrated, a gap between what's documented and what's actually true — and you keep an eye on churn risk without being told to
• You communicate exceptionally well in any medium — email, ticket, phone, Slack — and people notice
• You read a room (or a ticket) with high emotional intelligence, and you're proactive by default — you follow up before someone has to ask you to
• You're comfortable quarterbacking complex customer scenarios that pull in several internal parties and carry real stakes — the kind where a mishandled moment could mean a customer walks
• CSAT isn't just a number to you — it's a signal of whether you actually helped
• You're a self-starter who wants ownership, not just tasks. This is a small, high-accountability team, and that's deliberate — Slang competes on support being genuinely excellent, not just adequate, and this role is part of what makes that a real differentiator instead of a talking point
• You show up as a partner to the customer, not a gatekeeper — fast enough that they feel taken seriously, and thorough enough that you leave things better than you found them
• You don't need to arrive with the exact playbook already memorized. There's a real system here — a tiering framework, a debugging process, a knowledge base — built and refined over months of real ticket volume. What matters more than prior exposure to these specific tools is whether you can pick up a system that already works and run it well, rather than needing to invent your own approach from scratch

What Success Looks Like

• You're resolving routine tickets — cancellations, phones-down troubleshooting, login issues, AI behavior questions — independently within your first 60 days
• You can tell user error, real bug, and expected limitation apart before you escal
• You manage competing priorities well, keeping urgent issues moving fast without letting the rest pile up — guided by clear service-level and performance expectations, and good judgment about what genuinely needs to jump the line
• Your bug escalations are clean enough that Engineering can act without back-and-forth
• Customers experience you as a partner, not a ticket-closer — your CSAT shows it
• You've spotted at least one gap between what customers ask for and what's documented, and helped close it
• Customers and teammates consistently point to how clearly and warmly you communicate, especially under pressure

What You Will Bring

We're less interested in what you'd call yourself than in whether you have the underlying competencies below — you might come in with a more customer-facing background (support, success, service) or a more data-facing one (analyst, ops), and either framing is welcome as long as the substance is there.

• 1–4 years of experience that's put you in front of customers directly — support, success, service, or a similar role — ideally with some exposure to a technical or software product, even if you weren't the one building it
• A real interest in the technical side of the product, not just the customer-facing side — you want to understand how things actually work, not just how to explain them
• A methodical troubleshooter's instinct — you check your assumptions before you escal
• Comfort using data as a tool — reviewing logs, pulling trends, and letting the numbers guide a decision instead of avoiding them
• Clear, warm writing — you can walk a non-technical restaurant owner through a fix without sounding like a manual
• Genuine, active use of AI tools in your daily work, not just familiarity — this is what AI Native looks like day to day for us: AI isn't a novelty, it's infrastructure
• A drive to go beyond the baseline fix and actually solve the underlying problem — our Overachiever Fever value in practice — balanced with enough Humility Ability to ask questions before you advocate, and to happily hand credit to someone else's better idea
• Composure under ticket volume, including during incidents — the kind of steadiness that lets you Be a Good Host even when things are actively on fire

Compensation & Location

Compensation for this role is location-based and benchmarked against local market data aligned to the employee’s primary work location. Total compensation includes a mix of cash and equity and may vary by location, role level, and experience. Our range is therefore wide and not meant as a negotiation range.

Work Location: Remote. Mandatory to work some evenings and weekends.

Base Compensation: $70,000-80,000

Equity: Included in offer package

Our Vision

Calling a business shouldn’t feel like a robot-hostage situation, where you’re forced to listen to horrible music and can't reach a human, while enduring a soulless voice uttering "I'm sorry I didn't quite get that" on repeat for eternity. (shudder) That’s why we started Slang AI We use the latest AI and audio wizardry to make transacting via voice so enjoyable it’s more human than human. By 2030, we will save businesses and consumers 1 billion minutes of precious time while transforming voice channels into the preferred mode of communication (it's faster and easier than text).

We have backgrounds building product at companies like Spotify, Buzzfeed, the New York Times, and OpenTable —shipping experiences that have reached hundreds of millions of users. Now, we’re using our backgrounds to start a new culture, one that puts product and human-centered design above all else while fostering constant learning and growth. Sound like something you’d like to be part of? Get on board.

Our Values

Overachiever Fever. We’re overachievers (we don’t know any other way)

AI Native. We don't just sell AI. We are Al.

Humility Ability. We approach each other with curiosity and openness (know-it-alls not welcome!)

Be A Good Host. We build for hospitality. We should embody it.