Community Support Specialist Job at Growth Partner & Consultancy Limited, United States

  • Growth Partner & Consultancy Limited
  • United States

Job Description

Customer Support Representative

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.

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 include:

  • 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
  • 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
  • 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
  • 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)

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