Customer Support for a growing AI Company

Fresher Jobs Hub

Available Locations: Johannesburg, Gauteng

Job Description

Job Summary


Fresher Jobs Hub is hiring smart, empathetic, and tech-comfortable Customer Support Associates to serve end‑users and business clients of a fast-growing AI company. You will be the first line of contact—resolving queries via chat, email, and voice, translating complex AI/product issues into simple, reassuring solutions, and feeding structured product feedback back to engineering and product teams. This is an ideal role for freshers or early-career professionals who love helping people, learn fast, and are curious about how AI products work behind the scenes.



Key Responsibilities



  • Own the customer experience end-to-end: triage, troubleshoot, resolve, and follow up on customer issues across chat, email, and phone.

  • Product & AI troubleshooting: guide users on model behaviour, prompt best practices, usage limits, billing, privacy, and basic API/app integration questions (after training).

  • Ticket management: log, prioritize, and close tickets within defined SLAs using tools like Zendesk, Freshdesk, Intercom, HubSpot, or similar.

  • Escalations: identify bugs / edge cases and escalate to Tier 2 Support, Product, or Engineering with clear, reproducible steps.

  • Knowledge base upkeep: create and continuously improve macros, FAQs, help articles, and quick replies.

  • Customer advocacy: synthesize recurring pain points and propose improvements to workflows, UI/UX, or policy.

  • Quality & compliance: adhere to data privacy, security, and confidentiality standards while handling sensitive customer information.

  • Continuous learning: stay current on product updates, new features, model releases, and internal SOP changes.



Required Skills and Qualifications



  • Bachelor’s degree (any discipline) or equivalent practical experience.

  • Excellent written and spoken English; additional languages are a plus.

  • Strong customer empathy, patience, and problem-solving ability.

  • Ability to explain technical or AI-related concepts in plain language.

  • Comfortable working with ticketing, CRM, and collaboration tools (e.g., Zendesk, Intercom, Jira, Slack, Notion).

  • Fast typing speed and high attention to detail (grammar, accuracy, tone).

  • Ability to multitask, prioritize, and deliver within strict SLAs.

  • Willingness to work rotational shifts (including nights/weekends/public holidays) if required.



Experience



  • 0–2 years in Customer Support, Service Desk, Technical Support, Community Support, or similar roles.

  • Internships, campus roles, or freelance experience in customer-facing or operations roles will be considered.

  • Prior exposure to AI/ML, SaaS, developer tools, or APIs is advantageous but not mandatory—training will be provided.



Working Hours



  • Flexible 24x7 support model with rotational shifts (8–9 hours including breaks).

  • Weekend and holiday rotations may apply; compensatory offs provided as per policy.

  • Remote-first; hybrid options may be available in select cities.



Knowledge, Skills, and Abilities



  • Foundational understanding of AI concepts (LLMs, prompts, tokens, API keys) or eagerness to learn quickly.

  • Analytical mindset to interpret logs, screenshots, and basic error messages.

  • Process-oriented with strong documentation habits.

  • Calm under pressure—able to de-escalate frustrated customers and manage ambiguity.

  • Collaboration-first attitude with cross-functional teams (Product, Engineering, QA, Sales).

  • Data sensitivity and adherence to compliance, privacy, and security protocols.



Benefits



  • Competitive salary with performance-based incentives.

  • Comprehensive training on AI tools, product features, and customer success methodologies.

  • Health insurance (as per policy) and wellness support.

  • Fast-track career paths to Senior Support, QA, Product Ops, CX Analytics, or Customer Success.

  • Paid time off, compensatory offs for shift work, and festival leave.

  • Work-from-home setup allowance (where applicable).

  • Access to continuous learning resources, certifications, and mentorship.



Why Join



  • Be on the frontline of the AI revolution, shaping how real users interact with cutting-edge technology.

  • Join a growth-focused, learning-first environment that invests in your development.

  • Work with a supportive, high-performing team that values empathy, ownership, and clarity.

  • Opportunity to influence product direction through structured user feedback.

  • Clear progression paths and rapid responsibility for high performers.



How to Apply



  1. Send your CV/Resume highlighting customer-facing experience, communication strengths, and any exposure to AI/SaaS tools.

  2. Include a brief cover note (150–200 words) describing a time you turned an unhappy user into a satisfied one (real or hypothetical).

  3. (Optional but appreciated) Record a 2-minute video or audio explaining a technical concept (e.g., “What is an API?” or “How do large language models work—in simple words?”).

  4. Email your application to careers@fresherjobshub.example with the subject line: “Customer Support – AI | Your Name”.

Apply Now

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