Customer Support Representative

About AI Acquisition

AI Acquisition is a global category leader in AI service provider enablement, operating as a hybrid Platform-as-a-Service (PaaS) and AI marketplace. We help entrepreneurs, agencies, and SMBs launch and scale AI-powered businesses by providing end-to-end growth infrastructure across sales, marketing, CRM, and go-to-market execution.

We’re building one of the fastest-growing AI-driven ecosystems globally, empowering our members to generate meaningful revenue through structured systems, automation, and hands-on support.

Why Join AI Acquisition?

Work at the forefront of AI-driven business growth

• Join a high-performance, globally distributed team
• Be part of a company scaling rapidly across multiple regions
• Directly impact client success and experience
• Operate in a fast-paced, execution-focused environment
• The Role
• We’re hiring a Customer Support Representative to join our global support team and deliver fast, high-quality, and empathetic support to our clients.
• This is a hands-on, execution-focused role where you will be managing live chat interactions, resolving client queries, and ensuring a seamless support experience. You’ll work closely with internal teams (Customer Success, Product, and Tech) to escalate issues, surface patterns, and contribute to continuous improvement of our support systems.
• This role is critical in maintaining client satisfaction, reducing friction, and supporting retention across our growing client base.

Key Responsibilities

• Client Support & Communication
• Manage live chat and support channels, ensuring fast and accurate responses
• Resolve client queries efficiently while maintaining a high standard of communication
• Escalate complex issues to the appropriate teams when needed
• Maintain professionalism and empathy in all client interactions
• Issue Resolution & Escalation
• Identify and troubleshoot client issues across platform usage, onboarding, and workflows
• Handle support tickets and follow through until resolution
• Flag recurring issues or bugs to internal teams
• Knowledge Base Contribution
• Follow and utilize internal documentation and SOPs effectively
• Contribute to improving FAQs and knowledge base content
• Document new solutions and recurring fixes to support team scalability
• Operational Support
• Maintain accurate records of interactions in support systems (e.g., Intercom, Zendesk)
• Support internal teams with insights on client feedback and common pain points
• Ensure adherence to SLAs (response time, resolution time, quality standards)

Requirements

• Must-Have
• 2–4 years of experience in Customer Support, Customer Service, or similar client-facing roles
• Experience handling live chat or ticket-based support environments
• Experience in SaaS, PaaS, AI, or tech environments
• Experience working with global teams across time zones
• Experience managing multiple concurrent support conversations or tickets
• Strong written English communication skills
• Familiarity with support tools (Intercom, Zendesk, Freshdesk, etc.)

Exposure to CRM tools and customer workflows

• Basic understanding of AI tools or automation workflows
• Fluent in English
• Available during Eastern Time business hours
• Benefits
• What We Offer
• Remote-first environment with global exposure
• Opportunity to grow within Customer Success and Operations