AI Escalation Specialist

Job Description

Job Description

HelloGov AI is a Miami-based startup on a mission to simplify how citizens interact with the government. Headquartered in Brickell, we have built an AI-powered marketplace of 35 registered passport couriers operating across 10 regional passport agencies and we are growing fast. Our channel partnerships with CLEAR and Staples extend our reach nationwide.

At the heart of our platform is Sydney, our proprietary AI that communicates with customers by voice, SMS, chat, and email. Sydney scans government documents and passport photos to perform real-time compliance checks. Every interaction makes her smarter and you would be part of the team behind that growth.

Requirements

This is not a traditional customer support job. It is a career starting point inside a real AI company.

Sydney handles the majority of our customer interactions. But for the 10–15% of customers who need a human touch, that is where you come in. As an AI Escalation Specialist, you will work alongside Sydney by handling the consultations that Sydney scheduled, resolving complex situations, and feeding your insights back into the AI to make it better.

Over time, the best AI specialists on this team become integral to how we build and improve our product. Must be legally authorized to work and a background check is required.

What You Will Do

• Take scheduled phone consultations with customers who need human support - no cold calling or sales 
• Guide customers through applications, government document requirements, and compliance questions
• Identify recurring friction points and customer experience gaps, and flag them for product improvement
• Log and document interactions in a structured way that directly informs AI training
• Serve as the essential human in the loop in an AI-first workflow

Who You Are

• A natural communicator who enjoys helping people solve real problems
• Curious about technology and genuinely excited to work inside an AI company
• Ambitious - you want a career trajectory, not just a job
• Detail-oriented and reliable under pressure
• No prior AI or tech experience required - we will train you on everything

Growth Path

After 12 months, strong performers are evaluated for advancement within HelloGov based on performance and their ability to identify and communicate customer experience improvements. Many future roles at HelloGov will be filled from this team.

Benefits

• $50,000/year base salary
• Aetna Medical, Vision, Dental & Life Insurance
• 10 PTO days + most federal holidays
• Parking pass provided
• Complimentary breakfast and snacks
• Real career growth inside a fast-scaling AI startup

HelloGov is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic under applicable law.