Note: The job is a remote job and is open to candidates in USA. The Talent Co-op is seeking a detail-oriented, analytically minded Customer Support Specialist to join their growing team. This role focuses on delivering a seamless user experience through troubleshooting and clear communication, while also improving knowledge bases and AI-powered support systems.
Responsibilities
- Respond to user inquiries via Intercom and email with clarity, accuracy, and empathy
- Investigate reported issues by reproducing workflows, reviewing account activity, and validating expected platform behavior
- Distinguish between user workflow questions and potential product bugs
- Document troubleshooting findings clearly and escalate confirmed issues with relevant context and reproduction steps
- Guide users through platform workflows and best practices to help them successfully use the platform
- Maintain organized and accurate ticket handling using established support workflows, tags, and templates
- Create and maintain Help Center articles that clearly explain product workflows, troubleshooting steps, and common user questions
- Translate recurring support conversations into structured documentation that improves user self-service
- Update knowledge base content to reflect product updates and evolving user needs
- Identify gaps in documentation and proactively suggest improvements that reduce repeat support inquiries
- Contribute to internal support documentation and playbooks that improve team consistency and efficiency
- Review AI-generated support responses to ensure accuracy, clarity, and alignment with product functionality
- Identify gaps or inaccuracies in AI responses and improve them through better knowledge articles and training examples
- Convert common user questions and support edge cases into structured training inputs for the AI support agent
- Label and categorize support conversations to improve AI learning and response quality
- Continuously refine prompts, workflows, and training inputs that power the AI support system
- Monitor patterns in AI responses to identify areas where the system needs additional training or improved knowledge coverage
- Collaborate with the Support Lead and Product team to improve the effectiveness of AI-assisted support
- Identify recurring user questions, friction points, and feature requests through support interactions
- Surface actionable insights that help inform product improvements and roadmap discussions
- Track emerging patterns in support tickets and help summarize trends for internal teams
- Support follow-up outreach for NPS or customer feedback under guidance from the Support Lead
- Contribute ideas that help reduce recurring issues and improve the overall user experience
Skills
- 0–2 years of experience in customer support, help desk, internship, or other customer-facing role
- Experience using a customer support platform (e.g., Intercom, Zendesk, Jira Service Management, or similar)
- Demonstrated analytical mindset and structured problem-solving ability
- Strong written communication skills, with the ability to explain technical concepts clearly and simply
- Ability to manage multiple open tasks (tickets, follow-ups, and small projects) while maintaining strong attention to detail
- Comfort learning new digital tools and navigating web-based platforms
- Familiarity with common workplace tools such as Google Workspace and Slack
- Proactive, growth-oriented mindset with curiosity and willingness to improve systems and workflows
- Interest in exploring how AI tools can improve productivity, problem-solving, and support workflows
- Experience using AI tools (such as ChatGPT, Claude, or similar) to assist with writing, research, or workflow improvement
- Experience updating documentation or maintaining a knowledge base
- Familiarity with workflow or automation tools (e.g., Zapier or other no-code tools)
- Comfort reviewing basic data trends in spreadsheets or dashboards
- Familiarity with Airtable or similar data management tools
- Basic understanding of SQL or willingness to learn simple queries to investigate user issues and support data troubleshooting
- Exposure to SaaS platforms or technical troubleshooting environments
- Prior experience working in nonprofits, education, or other mission-driven organizations
Benefits
- Medical and dental insurance
- 403(b) with up to 5% match on base salary
- Generous leave policy
Company Overview
At The Talent Co-op, we transform job seekers into standout candidates ready to secure their dream roles. It was founded in 2023, and is headquartered in San Diego, CA, US, with a workforce of 2-10 employees. Its website is http://www.co-op.fyi.