Junior+ AI Agent Customer Support Specialist
Description
Company Overview:
Lean Tech is a rapidly expanding organization situated in Medellín, Colombia. We pride
ourselves on possessing one of the most influential networks within software
development and IT services for the entertainment, financial, and logistics sectors. Our
corporate projections offer a multitude of opportunities for professionals to elevate their careers and experience substantial growth. Joining our team means engaging with
expansive engineering teams across Latin America and the United States, contributing
to cutting-edge developments in multiple industries.
Position Title: AI Agent Customer Support Specialist
Location: Remote
What you will be doing:
● Manage the primary support inbox on the Plain platform, accurately labeling, categorizing, and prioritizing all incoming requests based on severity and customer impact.
● Provide timely and personalized support by responding to inquiries, guiding customers through technical troubleshooting and debugging steps, and resolving common issues related to contact imports, dashboard navigation, and basic integrations.
● Engage with our developer community on Discord by monitoring channels, responding to support questions, and helping users troubleshoot issues in real-time.
● Escalate urgent or complex technical issues to the appropriate internal teams via Slack, providing clear and comprehensive context to ensure swift resolution.
● Identify, track, and report on recurring customer issues, bugs, and feature requests to inform product and engineering priorities.
● Contribute directly to the improvement of our support resources by identifying gaps in existing materials and updating our documentation and knowledge base.
● Collaborate with internal teams to share insights on customer patterns and contribute to the continuous improvement of our support processes.
● Conduct personalized 1:1 support meetings with key customers to address their specific needs and ensure their success on the platform.
Requirements & Qualifications
To excel in this role, you should possess:
● 1-2+ years of experience in a customer support role, ideally within a technical or
SaaS environment.
● Strong written and verbal English communication skills, with the ability to be both empathetic and efficient.
● Proficiency in technical troubleshooting and guiding customers through
debugging steps.
● Excellent organizational skills with a high degree of attention to detail.
● Demonstrated ability to manage support inquiries across multiple channels, such as email, help desk software (e.g., Plain), and community platforms (e.g., Discord).
● A high level of agency, with the capacity to identify patterns, solve problems independently, and drive tasks to completion.
● Experience with Plain or similar support platforms is highly beneficial.
Prior experience contributing to technical documentation or knowledge bases.
Nice to Have Skills
● Familiarity with telephony, or common developer tools.
● Basic understanding of AI prompting techniques.
● Prior experience in a fast-paced, high-growth startup environment.
● Demonstrated experience as an active participant or moderator within online
developer communities.
● Proficiency with internal collaboration platforms, such as Slack.
● Familiarity with Customer Relationship Management (CRM) software.
● Basic understanding of Retool and Stripe
Soft Skills
● Exceptional Communication: Articulate information with clarity and precision in written English, demonstrating empathy and kindness to provide personalized, on-brand support without sacrificing efficiency.
● Meticulous Organization: Employ excellent organizational skills and a high degree of attention to detail to manage, categorize, and prioritize a large volume of support requests across multiple channels.
● Proactive Problem-Solving: Exhibit a high level of agency and resourcefulness, independently navigating technical troubleshooting, identifying patterns in issues, and ensuring tasks are brought to completion.
● Adaptability: Thrive in a fast-paced startup environment by rapidly context switching between diverse customer inquiries and maintaining high performance under pressure.
● Analytical Acumen: Identify and synthesize recurring customer issues into actionable insights that contribute to product development, documentation, and
process improvements.
● Collaborative Spirit: Effectively coordinate with internal teams on complex issues
and escalations, sharing insights on customer patterns to foster collective improvement.
Why you will love Lean Tech:
- Join a powerful tech workforce and help us change the world through technology
- Professional development opportunities with international customers
- Collaborative work environment
- Career path and mentorship programs that will lead to new levels.
Join Lean Tech and contribute to shaping the data landscape within a dynamic and growing organization. Your skills will be honed, and your contributions will play a vital role in our continued success. Lean Tech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.