Customer Support Professional

Position Title: Customer Support Professional

Location: Remote/Global

Job Type: Full-Time

Reports To: Elevation Manager

About Us

At KNAK AI Solutions, we’re redefining customer experience by blending cutting-edge technology with human empathy. Our mission is to elevate every interaction into a meaningful and impactful experience for our clients and their customers. Through Elevation Engineering, we transform customer service from a cost center into a strategic powerhouse by integrating Automation Intelligence with personalized human engagement.

We’re looking for visionaries, innovators, and problem-solvers to join our dynamic and growing team. If you're passionate about transforming customer experiences through technology and strategy, your search ends here.

Position Overview

The Customer Support Professional is a customer-first, solutions-driven role designed for individuals who thrive on problem-solving, delivering exceptional support, and driving innovation. You’ll serve as a key player in customer engagement, issue resolution, and process improvement, ensuring that every interaction is handled with professionalism, empathy, and efficiency.

This role involves managing and resolving Level 1 support tickets while collaborating with cross-functional teams to optimize workflows, enhance automation, and improve overall customer satisfaction. You’ll also contribute to customer journey mapping, hyper-personalization, and systemic improvements that enhance long-term engagement.

Key Responsibilities

Customer Engagement

• Respond promptly and professionally to customer inquiries via email, chat, phone, and social media.
• Deliver tailored solutions, ensuring clarity, empathy, and a positive customer experience.
• Troubleshoot technical issues and escalate complex cases to the appropriate teams while ensuring follow-through.
  
  

Problem-Solving and Process Improvement

• Identify patterns in customer feedback and propose systemic improvements to enhance efficiency and reduce recurring issues.
• Leverage automation tools (AI chatbots, CRM automations, ticket routing) to streamline workflows and optimize response times.
• Participate in brainstorming sessions to refine processes and improve customer interactions.
  
  

Knowledge Base & Self-Service Enhancement

• Develop and contribute to internal and external knowledge bases, FAQs, and documentation to empower customers with self-service options.
• Collaborate with product and engineering teams to relay customer insights that drive enhancements.
  
  

Quality Assurance and Insights

• Adhere to company standards for quality, efficiency, and customer satisfaction.
• Contribute to regular quality audits by identifying strengths and areas for improvement in team interactions.
• Document and share customer insights to support the development of new strategies and solutions.
  
  

Professional Development

• Participate in training programs to stay up-to-date with the latest tools, customer engagement strategies, and AI-driven innovations.
• Take ownership of personal growth by setting and achieving performance goals.
• Engage in mentorship and career development opportunities, with potential advancement into roles like Elevation Architect or CX Strategist.
  
  

Qualifications

Required:

• 1-3 years of experience in customer service, customer support, or a related field.
• Exceptional communication skills (written and verbal) with a customer-centric approach.
• Strong problem-solving abilities and attention to detail.
• Experience with CRM platforms (Zendesk, Gorgias, HubSpot, Kustomer, etc.).
• Ability to work independently and collaboratively in a remote environment.
  
  

Preferred

• Experience in SaaS, e-commerce, or technology-based customer support.
• Familiarity with workflow automation tools (Zapier, CRM automations, RPA platforms).
• Basic knowledge of analytics tools for tracking customer insights.
• Multilingual abilities are a plus.
  
  

Key Attributes

• Empathetic Communicator – You connect with customers on a human level, making them feel heard and valued.
• Proactive Problem-Solver – You anticipate customer needs and address issues before they escalate.
• Detail-Oriented Performer – You manage tasks efficiently without compromising quality.
• Tech-Savvy Innovator – You embrace automation and data-driven solutions to improve customer experience.
• Team Player – You thrive in collaborative environments and contribute to shared success.
  
  

Why Join Us?

• Be part of a mission-driven team shaping the future of customer experience.
• Opportunities for professional growth and career advancement.
• Innovative and collaborative work culture that values your contributions.
• Flexible remote work options with a global team.
• Competitive salary with performance-based bonuse
  
  

To Apply

Submit your resume and a brief cover letter highlighting your experience and why you’re excited to join KNAK AI Solutions. Let’s elevate together!