• Serve as the primary point of contact for inbound charter inquiries via phone, email, and chat • Capture detailed trip requirements and generate accurate, timely quotations • Proactively follow up on all quotes and leads to drive conversion to booked revenue • Manage customer requests including trip changes, cancellations, and issue resolution • Deliver fast, effective, and professional communication across all customer interactions • Resolve customer issues with a focus on single-contact resolution whenever possible • Maintain accurate records of all customer interactions and opportunities in internal systems • Collaborate with operations teams to align customer needs with service availability • Meet or exceed individual revenue, conversion, and responsiveness targets • Contribute to overall team revenue and customer satisfaction goals

• Manage high volume of incoming queries • Identify and assess customers’ needs to achieve satisfaction • Build sustainable relationships and trust with customers through open and interactive communication • Provide accurate, valid and complete information • Meet established team targets • Handle customer complaints, provide appropriate solutions and alternatives within defined time parameters; follow up to ensure resolution • Accurately track customer interactions to inform data analysis and evaluations • Follow communication procedures and guidelines • Take the extra mile to engage customers • Filter customer queries to appropriate stakeholders and manage follow through and resolution. • Provide coverage for colleagues as necessary.

Role Description We’re looking for a Customer Support Specialist who can deliver fast, thoughtful, and technically informed support for users of a growing AI voice automation platform. You’ll handle inbound questions, troubleshoot issues, guide developers and non-technical users, and help shape a smooth end-to-end customer experience. If you enjoy solving problems, communicating clearly, and working inside a product-focused, fast-moving AI environment, this role will fit you well. Qualifications - 2 to 3 years of experience in customer support, ideally within SaaS or technical environments - Strong written English with a clear, concise, and customer-centered communication style - Ability to manage multiple tickets or conversations without losing accuracy - Comfortable using tools such as Plain, Intercom, Zendesk, or similar support systems - Tech-curious and able to learn APIs, integrations, or workflow systems quickly Requirements - Manage and respond to inbound support requests through email and internal tools - Provide clear, empathetic, and accurate responses to technical and non-technical users - Troubleshoot platform issues by reviewing logs, referencing documentation, and reproducing customer scenarios - Escalate complex or urgent issues to product and engineering teams - Support real-time inquiries inside community spaces such as Discord - Identify recurring questions, bugs, and product gaps and document them clearly - Contribute updates to help center articles, troubleshooting guides, and internal documentation - Provide structured feedback to cross-functional teams on customer sentiment and platform usability - Work with engineering, product, and operations teams to close support loops - Share insights that improve onboarding, documentation, and user experience - Help refine internal support systems, workflows, and templates Benefits - Paid in USD (bi-monthly: 15th and 30th) - Paid Time Off in accordance with company policy - Observance of Holidays per company guidelines - 100% remote setup so you can work wherever you feel most productive - Work inside a forward-thinking AI startup backed by top investors - Opportunity to support a platform at the forefront of voice automation and AI workflows How to Apply Please submit: - Your updated resume - A short 1–2 minute Loom video introducing yourself and describing your experience supporting SaaS or technical products Only candidates who submit a Loom video will be considered. Application Process Overview - Initial Application - Submit your application and complete our prequalifying questions - Video Introduction - Record a video introduction to showcase your communication skills and work experience - Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable) - Recruitment Interview - Initial screening with our talent team - Executive Interview - Meet with senior leadership to discuss role alignment - Client Interview - Final interview with the client team you'd be supporting - Background & Reference Check - Professional reference verification - Job Offer - Successful candidates receive a formal offer to join the team Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.

• Handle inbound and outbound customer calls • Assist clients with insurance-related questions and requests • Provide exceptional customer service via phone, email, and text • Follow up with clients regarding documentation and policy updates • Accurately enter and maintain customer information in company systems • Resolve customer concerns in a professional and timely manner • Work closely with internal departments to ensure a smooth customer experience