Client/Customer Support Rep

Job Position: Client Success Specialist

Description: Our client is a US-based AI and data consulting firm with a growing roster of clients across financial services, legal-tech, construction, and enterprise software. Alongside their custom consulting engagements, they ship two productized offerings - an RFP automation product and an AI-powered help desk product - both of which have live paying customers who need responsive support. They're opening this role to make sure those customers are taken care of, their products ship with fewer defects, and their existing client relationships stay healthy as we grow.

Live customers need real-time help. When something breaks or a user is confused, someone needs to answer - fast, clearly, in good English.

• They need someone catching issues before customers do.
• The person doing QA learns the product deeply, which makes them the best support engineer. The person on the support queue hears every customer pain point, which makes them the best QA tester. The person doing both is the natural client success voice for accounts that depend on our products.

Customer Support

• Own the support queue for our RFP and help desk products. Triage incoming issues: configuration questions, bugs, feature requests, account / billing - route what you can't fix yourself.
• Maintain the customer-facing knowledge base and FAQs. Every recurring question gets documented once and pointed to thereafter.

Quality Assurance

-Be the last person to say "yes, this is ready to ship"- and the person who pushes back when it isn't.

Partner with the practice manager on account health for product-using clients.

• Check in proactively with key customers - not just when something is broken.
• Spot expansion opportunities (more seats, more use cases, additional products) and hand them to BD.
• Flag at-risk accounts before they churn.

2-6 years in a customer-facing technical role - technical support, QA, customer success engineering, or comparable at a B2B software or AI company.

• You don't need to ship production code, but you should be comfortable reading logs, poking at APIs with Postman, understanding how an LLM-powered product works under the hood, and writing a clean bug report an engineer can act on.
• Good QA engineers and good support engineers share the same trait: they notice the thing everyone else missed.
• Familiarity with modern support and ticketing tools

Prior exposure to AI/ML products - LLMs, RAG systems, document processing, vector databases - at the level where the failure modes don't surprise you.

-Experience writing test plans for a product team that didn't previously have a real QA function (i.e., comfort with building from scratch).

Engagement: Full-time. Benefits: Hybrid and very flexible remote / office working environment; health insurance options