Customer Support Specialist - NBI

Customer Support Specialist Aspire Software is looking for a Customer Support Specialist to join our team in Lebanon. Here is a little window into our company: Aspire Software operates and manages wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio. Why this role matters Real humans on the phone are one of the biggest reasons venues choose us and that isn't changing. When a venue manager calls mid-service with a problem, you're the person who picks up, knows the product, and fixes it. What's different is how the team works. Our AI web chat now handles routine questions, so your time goes where a human makes the difference: complex issues, stressed operators, and the conversations that keep venues with us for years. You'll also help make the AI better. You'll review transcripts, spot where it gets things wrong, and feed that back so fewer venues need to wait for a person next time. Key responsibilities Answer inbound calls during your rostered hours, and resolve venue issues on the first contact wherever you can. Handle escalations from the live chat, picking up the conversation with full context so the venue never has to repeat themselves. Respond to email and ticket queues in HubSpot, keeping venues updated until their issue is closed. Guide venues through configuration, and features so they get more out of the platform not just back to working. Get new venues up and running Support new venues through onboarding, from account setup to their first service. Upload customer and guest data for new venues, checking it's accurate, complete, and formatted correctly before it goes live. Set up and configure booking widgets on venue websites and social channels, and troubleshoot them when bookings aren't coming through. Update customer accounts, venue details, users, settings, and subscription information accurately and promptly. Make the AI better Review a set number of AI-handled conversations each week and flag where answers were wrong, unclear, or off-tone. Write and update knowledge base articles when you notice gaps, outdated steps, or recurring questions. Work with the Head of Agentic Customer Operations to test prompt and workflow changes before they go live. Suggest routine tasks you do by hand that customers could safely self-serve. Escalate and share what you see Follow our escalation standards know when to resolve yourself, when to raise a ticket for engineering or when something is an incident. During outages, communicate clearly and calmly with venues, using agreed incident messaging. Log recurring pain points and feature requests so the Product team hears what venues actually need. Speak up early. You'll often know something's broken before anyone else does. Stay sharp Keep across product releases through team training sessions and release notes in Notion. Take part in regular call reviews and coaching, and share what's working with teammates across time zones. About you You're calm when a venue isn't. You can talk a flustered manager through a fix at 6 pm on a Friday, then write it up so the next person - or the AI - can solve it faster. You're curious about how things work and how they break. You'd rather fix the root cause than answer the same question 20 times. And you're genuinely interested in AI - not as a threat to your job, but as the thing that clears the busywork so you can do the work that matters. Two or more years in customer support, customer success, or a similar customer-facing role Confident on the phone, with clear, friendly written communication Experience supporting a software or technology product, ideally B2B SaaS Strong troubleshooting instincts - you ask the right questions and work through problems logically Comfortable juggling calls, chat, and tickets without letting quality slip Organised, reliable, and able to work independently in a remote team Experience with common business tools such as CRMs, project management, and documentation platforms Highly desirable Experience working with AI chatbots or voice agents - reviewing conversations, handling escalations, or improving responses Experience writing or maintaining knowledge base content Hospitality experience - front of house, venue management, or supporting venues Experience working in a team spread across time zones Role KPIs Keep a CSAT score of 85% or higher. Reply to new chats within 5 minutes and new emails within 4 business hours. Average handle time for calls under 5 minutes, while still resolving the customer's issue. Review and action 20 AI chat flags per week. This means fixing incorrect or incomplete answers, updating the AI's knowledge, and escalating gaps where needed. Complete assigned onboarding tasks for venues within the 1 business day SLA What's in it for you You'll get hands-on experience shaping AI-assisted support - skills that are quickly becoming some of the most valuable in customer operations. You'll work in a small team where your ideas get heard and acted on, with a leader whose job is to help you grow. As we expand, there's real room to take on more.