Work Schedule: 40 hours per week, Monday to Friday (flexible during Pacific Standard Time (PST) business hours)

About the Role

We are seeking a proactive and customer-focused Customer Support Assistant to join an innovative AI technology startup based in San Francisco. You'll play a key role in supporting an AI-powered platform that helps users complete everyday tasks such as booking appointments, making reservations, and arranging services.

As the human backup to the AI system, you'll step in whenever automation cannot complete a customer's request, ensuring every interaction ends with a successful outcome. This is an exciting opportunity to join a fast-growing startup during its pre-launch stage and contribute directly to improving next-generation AI technology.

Key Responsibilities

• Monitor AI-generated customer requests and identify when human intervention is required.
• Complete service bookings, appointments, reservations, and other customer requests across the United States.
• Coordinate with businesses such as restaurants, plumbers, clinics, and other service providers to fulfill customer needs.
• Communicate with customers to confirm completed requests and provide timely updates.
• Continuously test the AI platform throughout your shift to identify issues, failures, and opportunities for improvement.
• Document AI errors, customer interactions, and recurring system issues.
• Report AI hallucinations and workflow problems to support ongoing product improvements.
• Maintain accurate records using CRM and internal support tools.
• Meet response time and customer service standards while managing multiple requests simultaneously.

Requirements

Must-Have

• Minimum of 2 years of customer support or customer service experience.
• Excellent written and verbal English communication skills.
• Proficiency with Google Workspace tools, including Google Maps.
• Strong organizational and multitasking skills.
• Ability to work independently in a remote environment.
• Reliable computer equipment and stable high-speed internet connection.
• Availability to work 40 hours per week, Monday to Friday, during PST business hours.
• Comfortable learning, testing, and working with AI-powered platforms.
• Experience using CRM systems or customer support software.

Nice to Have

• Experience booking services or appointments within the United States.
• Familiarity with phone dialers or call center software.
• Experience supporting beta, pilot, or pre-launch products.
• Previous experience working in a startup or fast-paced technology environment.