Customer Service Representative - AMER

We’re not looking for someone who’s planning to try AI one day. We’re hiring someone who makes complex issues simple, who can serve as an escalation point alongside Ai. Somebody who wants to keep building that edge in a role where every interaction counts. This is a client services role at the heart of the customer experience — supporting users through onboarding, complex queries, and day-to-day platform use across the Americas. You’ll be the expert customers turn to when the stakes are high, and alongside AI you’ll show up better prepared, every time. How AI Changes This Role You don’t just resolve issues. You prevent them. Client Services used to be about manually supporting customers with time consuming tasks or fixing all the problems small or large, complex or simple. In this team, AI handles that layer — so you spend your time on the conversations, relationships, and proactive moments that actually drive customer success. Customer prep: walk into every interaction already informed. Before every customer interaction, AI Annie our friendly CS agent, has already got an understanding of the issue, highlighted simple solutions and can escalate to you with all of the necessary information. Issue resolution: faster answers, fewer escalations. Use AI to quickly surface relevant product knowledge, draft clear and accurate responses, and identify the fastest path to resolution — so customers spend less time waiting and more time succeeding. Onboarding and training: personalised guidance at scale. With AI acting as our reactive agent, your time is freed up to provide tailored onboarding, with a consultative approach - not just showing the features but influencing customers to get the most value from our features. Synthesis: turn conversations into product insight. LLMs help you synthesize themes across customer conversations and support tickets — so the feedback you share with Product and Sales is clear, structured, and backed by patterns, not anecdotes. What You’ll Do Deliver exceptional customer experiences: Elevate service standards in every interaction - walk into any conversation with the knowledge and context to support our customers. Proactively address technical inquiries and challenges, serving as a trusted advisor on Ansarada’s suite of products. Communicate with clarity and empathy, building rapport and trust through active listening and genuine care. Enable And Empower Customers Onboard and educate new users through personalized guidance and training on the Ansarada platform. Identify opportunities for customer expansion and upsell — with AI surfacing the right signals at the right time. Spot and share remarkable customer stories that celebrate success across the broader business. Connect The Dots Across The Business Provide closed-loop feedback between Product, Sales, and Marketing - with LLMs helping you summarise themes and surface patterns from customer conversations. Collaborate cross-functionally to drive continuous improvement in customer experience and platform value. Share what’s working — your AI workflows, your resolution playbooks, your onboarding wins. What we’re looking for Experience: Proven experience in a customer-facing or client services role, ideally in a tech or SaaS environment. Comfortable navigating digital platforms and tools including MS Suite, Slack, Teams, Jira, CRMs, and Mac. Adaptable and quick to learn in a fast-moving product environment. Available to work a roster of shifts between 9:00 am and 7:00 pm Mon–Fri, with rotating weekend shifts. AI Fluency You use LLMs (ChatGPT, Claude, Gemini) daily — To support how you champion our customers’ experience, drafting feedback, responses and raising gaps for further efficiencies. You know where AI makes you sharper — and where your empathy, instincts, and human touch still win. You share what works and you’re always looking for what’s next. Mindset Customer-obsessed — every interaction is an opportunity to make a meaningful impact. Curious and solutions-oriented — you view obstacles as opportunities to innovate and improve. AI-curious by default — always looking for a faster, smarter way to serve customers. Strong communicator — clear, empathetic, and confident across written and verbal channels. Fast learner who shares the wins (and the lessons). Success in this role looks like Resolution → customer issues resolved faster and with fewer escalations. Adoption → customers onboarded and actively getting value from the platform. Expansion → upsell opportunities identified and converted through proactive engagement. Insight → structured, pattern-backed feedback reaching Product and Sales. Who’s Ansarada? Join the team designing the future of dealmaking. Ansarada is the secure dealmaking infrastructure company. We help companies, governments, and their advisors protect what matters and realise their potential when it counts. From M&A and capital raising to restructures, audit, and infrastructure procurement, we provide the system of record that keeps critical information secure and processes under control. Founded in Sydney in 2005, Ansarada is trusted across 170 countries and has supported more than 55,000 transactions, bringing together data, workflow, and security by design so teams can move with clarity and confidence when the stakes are high. Great Place to Work certified for 16 years running. Recognised as one of Australia’s Best Places to Work for Women and in Technology. Teams across Sydney, Ho Chi Minh, Chicago, Amsterdam, and London. What’s in it for you? Maxwell Leadership Program, book budget, and time to learn and grow. Real AI development — tools, training, and the space to build workflows that actually change how you work. Subsidised health insurance and generous paid leave (parental, birthday, community, anniversary) Flexible hybrid model: 3 days in office & 2 days remote. Competitive compensation and employee benefits. Additional Information Employment Type - Full-time or part-time opportunity available Learn More Virtual office tour + meet the team: Great Place to Work: Women of Ansarada: At Ansarada, belonging means embracing and valuing everyone’s unique strengths, experiences, backgrounds, and perspectives. We are committed to fostering a workplace where everyone feels respected, celebrated, and empowered to be their true selves. #J-18808-Ljbffr Ansarada