Note: The job is a remote job and is open to candidates in USA. Step is hiring an AI Customer Support Specialist to improve customer support operations through scalable automations and AI tools. The role analyzes workflows, optimizes prompts and integrations, and collaborates across teams to deliver measurable improvements in efficiency and customer satisfaction.
Responsibilities
- Analyze support workflows to identify pain points and automation opportunities
- Design and maintain scalable automations that improve efficiency and customer satisfaction
- Experiment with and optimize AI prompts for real-world support use cases
- Monitor, troubleshoot, and iterate on workflow logic, APIs, and system integrations
- Collaborate cross-functionally with Engineering (for integrations), Product (for tooling), and Operations (for process changes)
- Drive adoption of automation solutions across the support organization
- Own and execute on a clear automation roadmap with measurable impact
Skills
- 5–7+ years of hands-on experience in customer support, technical support, or automation operations
- Deep understanding of customer service dynamics and support tooling
- Ability to break down complex workflows into clear, logical steps
- A mindset that prioritizes customer outcomes, not just ticket volume
- Detail-oriented and constantly refining systems based on real-world feedback
- Experience crafting, testing, and refining AI prompts (prompt engineering)
- Familiarity with how data flows between systems and APIs
- Able to parse JSON, investigate workflow logs, and spot API failures
- Understands how systems like ticketing platforms, webhooks, and automations connect
- Comfortable driving cross-functional initiatives and removing roadblocks
- Able to influence and report up to leadership on progress and ROI
- Manages competing priorities and stakeholders with clarity and ownership
Benefits
- Stock options
- Generous medical, dental, and vision insurance
- Company-paid life insurance
- 401(k) plan with Safe Harbor company matching
- Flexible vacation policy
- Paid company holidays
- 12 weeks of paid parental leave with flexible return to work
- Company-provided technology package
- Remote-first work arrangement
Company Overview