Remote CX Specialist — AI-Driven Customer Experience

Popcorn; United States; Remote; USD 50,000 - 70,000; Full time

Benefits offered by this job

Ownership over function

Equity for early employees

Remote work from ET-CET timezones

Coworking space coverage

Team offsites

Job summary

Popcorn is seeking a CX Specialist to elevate support into a core differentiator of the product experience. You’ll guide customers from activation through ongoing usage, with warmth, clarity, and speed across chat, email, and Intercom, representing the Popcorn brand in every interaction.

You’ll partner with product and engineering to translate support insights into real improvements, help shape scalable playbooks and processes as we grow, and explore AI, automation, and self-serve to scale

Qualifications

• 1–4 years in customer support or related role.
• Experience with chat, email, or Intercom.
• Excellent written communication, empathetic and clear.
• Calm, reliable when helping customers.
• Ability to use AI in daily work.
• Bonus: experience with technical software products.

Responsibilities

• Support customers from activation through ongoing usage.
• Handle frontline customer support with clarity, warmth and speed across channels.
• Help resolve customer issues, escalating when needed.
• Contribute to the playbooks, processes, and standards the team will run on as we grow.
• Work closely with product and engineering to turn support insights into real improvements.
• Continuously shape how we scale through AI, automation, and self-serve.
• Spot patterns across tickets and proactively flag product issues before they grow.
• Represent the Popcorn brand in every customer interaction.

Skills

Customer support

Communication

AI in workflows

Product intuition

Tools

Intercom

Job description

Popcorn is seeking a CX Specialist to elevate support into a core differentiator of the product experience. You’ll guide customers from activation through ongoing usage, with warmth, clarity, and speed across chat, email, and Intercom, representing the Popcorn brand in every interaction.

You’ll partner with product and engineering to translate support insights into real improvements, help shape scalable playbooks and processes as we grow, and explore AI, automation, and self-serve to scale