Customer Support Specialist at The Talent Co-op in Remote

Summary: The Talent Co-op is seeking a detail-oriented, analytically minded Customer Support Specialist to join their growing team. This role focuses on delivering a seamless user experience through troubleshooting and clear communication, while also improving knowledge bases and AI-powered support systems. Responsibilities: - Respond to user inquiries via Intercom and email with clarity, accuracy, and empathy - Investigate reported issues by reproducing workflows, reviewing account activity, and validating expected platform behavior - Distinguish between user workflow questions and potential product bugs - Document troubleshooting findings clearly and escalate confirmed issues with relevant context and reproduction steps - Guide users through platform workflows and best practices to help them successfully use the platform - Maintain organized and accurate ticket handling using established support workflows, tags, and templates - Create and maintain Help Center articles that clearly explain product workflows, troubleshooting steps, and common user questions - Translate recurring support conversations into structured documentation that improves user self-service - Update knowledge base content to reflect product updates and evolving user needs - Identify gaps in documentation and proactively suggest improvements that reduce repeat support inquiries - Contribute to internal support documentation and playbooks that improve team consistency and efficiency - Review AI-generated support responses to ensure accuracy, clarity, and alignment with product functionality - Identify gaps or inaccuracies in AI responses and improve them through better knowledge articles and training examples - Convert common user questions and support edge cases into structured training inputs for the AI support agent - Label and categorize support conversations to improve AI learning and response quality - Continuously refine prompts, workflows, and training inputs that power the AI support system - Monitor patterns in AI responses to identify areas where the system needs additional training or improved knowledge coverage - Collaborate with the Support Lead and Product team to improve the effectiveness of AI-assisted support - Identify recurring user questions, friction points, and feature requests through support interactions - Surface actionable insights that help inform product improvements and roadmap discussions - Track emerging patterns in support tickets and help summarize trends for internal teams - Support follow-up outreach for NPS or customer feedback under guidance from the Support Lead - Contribute ideas that help reduce recurring issues and improve the overall user experience Required Qualifications: - 0–2 years of experience in customer support, help desk, internship, or other customer-facing role - Experience using a customer support platform (e.g., Intercom, Zendesk, Jira Service Management, or similar) - Demonstrated analytical mindset and structured problem-solving ability - Strong written communication skills, with the ability to explain technical concepts clearly and simply - Ability to manage multiple open tasks (tickets, follow-ups, and small projects) while maintaining strong attention to detail - Comfort learning new digital tools and navigating web-based platforms - Familiarity with common workplace tools such as Google Workspace and Slack - Proactive, growth-oriented mindset with curiosity and willingness to improve systems and workflows Preferred Qualifications: - Interest in exploring how AI tools can improve productivity, problem-solving, and support workflows - Experience using AI tools (such as ChatGPT, Claude, or similar) to assist with writing, research, or workflow improvement - Experience updating documentation or maintaining a knowledge base - Familiarity with workflow or automation tools (e.g., Zapier or other no-code tools) - Comfort reviewing basic data trends in spreadsheets or dashboards - Familiarity with Airtable or similar data management tools - Basic understanding of SQL or willingness to learn simple queries to investigate user issues and support data troubleshooting - Exposure to SaaS platforms or technical troubleshooting environments - Prior experience working in nonprofits, education, or other mission-driven organizations Required Skills: Customer support experience, Analytical mindset Important Skills: Intercom, AI tools experience, Knowledge base maintenance Nice-to-Have Skills: Google Workspace, Basic SQL understanding Benefits: Medical and dental insurance, 403(b) with up to 5% match on base salary, Generous leave policy