AI Customer Support Specialist -Colombia

About the Client
Client is advancing conversational commerce in Latin America by leveraging AI and WhatsApp to create a leading customer engagement platform. The team operates remotely with a focus on technical excellence and innovation.

Role Summary
As an AI Customer Support Specialist, you will provide expert technical assistance to customers using AI-driven commerce solutions and support businesses integrating with Meta and BSP ecosystems. This is a high-impact, autonomous position requiring proactive engagement, technical fluency, and collaborative teamwork to ensure outstanding customer outcomes.

Responsibilities

• Respond to customer inquiries and resolve issues via email or Zendesk
• Guide clients through troubleshooting, leveraging product and AI expertise
• Support business partners (BSPs) on Meta-related processes, including raising tickets
• Test and proactively identify bugs in AI agent conversations, maintaining quality
• Document all customer interactions and solutions using HubSpot CRM
• Escalate complex technical issues as needed
• Maintain strong, frequent communication with the team (primarily based in Colombia)
• Stay current on AI product updates, company policies, and best practices
• Collaborate daily with the account manager, engineering, and customer-facing squads
• Exhibit high ownership and initiative in a fast-paced, output-oriented environment

Requirements

• Minimum C1 English proficiency
• Strong technical aptitude and ability to learn new technologies quickly
• Experience supporting AI, SaaS, or BSP (Business Solution Provider) companies
• Familiarity with Meta ticketing, Twilio, or similar platforms
• 4-5 years of relevant experience (not suitable for junior candidates)
• Intermediate Excel skills
• Proficiency with HubSpot CRM
• Ambitious mindset, strong initiative, and ability to thrive in startup culture
• Preference for candidates based in Colombia

Preferred Qualifications

• Experience in remote or distributed teams
• Background in startups or smaller companies with high autonomy
• Technical understanding of AI agents and conversational platforms

Compensation / Benefits

• Competitive salary: USD monthly (contractor),
• Unlimited vacation.
• Equity options available
• Fully remote role with flexible, output-based schedule
• Unlimited time off
• Opportunity to join a world-class, supportive, and diverse team