Client Overview

A fast-growing technology company with an innovative software product that’s rapidly expanding its user base. They’re building a modern, AI-enhanced customer support infrastructure that combines cutting-edge chatbot technology with personalized human support. The company is in an exciting growth phase and actively scaling their support operations to match their product expansion.

Job Description

You’ll be at the forefront of customer experience innovation, working with modern support technology while directly impacting customer satisfaction. This role offers the opportunity to help shape customer support processes from the ground up in a scaling environment. You’ll work primarily through digital channels, collaborating with AI systems to provide seamless customer experiences. As part of a growing team with clear expansion plans, you’ll have the chance to grow alongside the company and contribute to the continuous improvement of their support ecosystem.

Schedule

• Monday - Friday, 9:00 - 5pm Washington DC - ET; 40h per week

 Independent Contractor Perks 

• Permanent Work from Home
• Immediate Hiring
• Health Insurance Coverage for eligible locations

Responsibilities

• Handle day-to-day customer support inquiries through the Intercom platform
• Manage chat-based customer support for inquiries not resolved by automated systems (approximately 30-50% of total volume)
• Document and categorize customer interactions to help train and improve the company’s AI chatbot system
• Provide phone support as a last line of defense when chat resolution isn’t sufficient
• Respond to customer complaints, questions, and general inquiries with professionalism and efficiency
• Collaborate with the support team to maintain high response times and customer satisfaction
• Contribute to the development of support processes and knowledge base improvements

Requirements

• Strong written communication skills for chat-based customer support
• Customer service experience, preferably in digital or chat environments
• Ability to work full-time hours and adapt to client timezone requirements
• Problem-solving skills and patience when dealing with customer inquiries
• Bonus if you have experience with Intercom platform
• It helps if you have basic phone support capabilities for escalated issues
• Bonus if you have experience working with AI/chatbot systems

Why Join This Team?

• Remote work flexibility with modern digital tools and platforms
• Opportunity to work with cutting-edge AI and chatbot technology
• Clear growth trajectory with planned team expansion every 30-45 days
• Chance to shape customer support processes in a scaling technology company
• Collaborative environment focused on continuous improvement and innovation
• Fair compensation with opportunities for professional development

Side Note

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

 Reminder 

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions with all requirements fulfilled will receive priority review.