AI Customer Support Specialist

Overview

We are looking for a highly motivated individual to join our AI Special Forces team. A person who is passionate about delivering fast, effective, and high-quality support to clients, and is driven by the potential of technology and AI. This role is perfect for someone who loves solving problems, is highly organized, and has a strong interest in technology and AI.

As an AI Special Forces Specialist, you will play a critical role, acting as the first line of defense when clients encounter issues with their AI agents or need to integrate them with external systems. You\'ll work directly with customers to resolve questions, troubleshoot technical problems, and collaborate with internal teams (CS, Onboarding, Product, and Engineering) to ensure issues are resolved promptly and thoroughly. Your work is key to maintaining strong client relationships and ensuring satisfaction with the Darwin AI experience.

Responsibilities

• Respond to customer inquiries via WhatsApp, email, and Slack, ensuring fast responses and high customer satisfaction
• Troubleshoot and resolve technical problems, especially those related to AI behavior, configuration, and API integrations
• Monitor and act on alerts from internal tools like Slack channels and customer feedback submitted in the Darwin platform
• Work closely with Product and Engineering teams, escalating complex issues and contributing to product improvements
• Document support activity in the appropriate platform, maintaining accurate logs of issues and resolutions
• Identify recurring issues and contribute to internal documentation and FAQs
• Collaborate with the Customer Success and Onboarding teams to ensure a seamless customer experience
• Audit AI conversations to detect bugs or opportunities for improvement
• Ensure that all critical feedback and issues are resolved within the SLA

Requirements

Benefits

Location

Barcelona, Catalonia, Spain

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service

Industries

IT Services and IT Consulting

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