[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. The Talent Co-op is seeking a detail-oriented, analytically minded Customer Support Specialist to join their growing team. This role focuses on delivering a seamless user experience through troubleshooting and clear communication, while also improving knowledge bases and AI-powered support systems.ResponsibilitiesRespond to user inquiries via Intercom and email with clarity, accuracy, and empathyInvestigate reported issues by reproducing workflows, reviewing account activity, and validating expected platform behaviorDistinguish between user workflow questions and potential product bugsDocument troubleshooting findings clearly and escalate confirmed issues with relevant context and reproduction stepsGuide users through platform workflows and best practices to help them successfully use the platformMaintain organized and accurate ticket handling using established support workflows, tags, and templatesCreate and maintain Help Center articles that clearly explain product workflows, troubleshooting steps, and common user questionsTranslate recurring support conversations into structured documentation that improves user self-serviceUpdate knowledge base content to reflect product updates and evolving user needsIdentify gaps in documentation and proactively suggest improvements that reduce repeat support inquiriesContribute to internal support documentation and playbooks that improve team consistency and efficiencyReview AI-generated support responses to ensure accuracy, clarity, and alignment with product functionalityIdentify gaps or inaccuracies in AI responses and improve them through better knowledge articles and training examplesConvert common user questions and support edge cases into structured training inputs for the AI support agentLabel and categorize support conversations to improve AI learning and response qualityContinuously refine prompts, workflows, and training inputs that power the AI support systemMonitor patterns in AI responses to identify areas where the system needs additional training or improved knowledge coverageCollaborate with the Support Lead and Product team to improve the effectiveness of AI-assisted supportIdentify recurring user questions, friction points, and feature requests through support interactionsSurface actionable insights that help inform product improvements and roadmap discussionsTrack emerging patterns in support tickets and help summarize trends for internal teamsSupport follow-up outreach for NPS or customer feedback under guidance from the Support LeadContribute ideas that help reduce recurring issues and improve the overall user experienceSkills0–2 years of experience in customer support, help desk, internship, or other customer-facing roleExperience using a customer support platform (e.g., Intercom, Zendesk, Jira Service Management, or similar)Demonstrated analytical mindset and structured problem-solving abilityStrong written communication skills, with the ability to explain technical concepts clearly and simplyAbility to manage multiple open tasks (tickets, follow-ups, and small projects) while maintaining strong attention to detailComfort learning new digital tools and navigating web-based platformsFamiliarity with common workplace tools such as Google Workspace and SlackProactive, growth-oriented mindset with curiosity and willingness to improve systems and workflowsInterest in exploring how AI tools can improve productivity, problem-solving, and support workflowsExperience using AI tools (such as ChatGPT, Claude, or similar) to assist with writing, research, or workflow improvementExperience updating documentation or maintaining a knowledge baseFamiliarity with workflow or automation tools (e.g., Zapier or other no-code tools)Comfort reviewing basic data trends in spreadsheets or dashboardsFamiliarity with Airtable or similar data management toolsBasic understanding of SQL or willingness to learn simple queries to investigate user issues and support data troubleshootingExposure to SaaS platforms or technical troubleshooting environmentsPrior experience working in nonprofits, education, or other mission-driven organizationsBenefitsMedical and dental insurance403(b) with up to 5% match on base salaryGenerous leave policyCompany Overview At The Talent Co-op, we transform job seekers into standout candidates ready to secure their dream roles. It was founded in 2023, and is headquartered in San Diego, CA, US, with a workforce of 2-10 employees. Its website is http://www.co-op.fyi.



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