Customer Support Representative

About this role

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