Customer Support Representative - Evening Shift (AI product)

About Us:
We are Sembly AI, a cutting-edge AI SaaS startup revolutionizing how businesses get things done with our AI Teammate technology. Our platform automatically generates smart meeting notes, detects action items, decisions, and more — helping teams collaborate better and achieve more while attending fewer meetings. Founded in NYC, with a global team across 10+ countries, we bring a Silicon Valley culture to everything we do — fast, innovative, and human-first.

Your Role:
As a Customer Support Representative, you'll be the first line of communication for our users, providing friendly, timely, and solution-oriented support. You'll help customers understand and use our AI-powered platform, resolve issues, and guide them through onboarding and best practices. You’ll collaborate across teams to make the user experience seamless, informative, and delightful — especially during non-standard hours.

Whether you're a student or someone who enjoys evening work hours, this is a great opportunity to grow your skills in a fast-paced tech environment.
 

Key Responsibilities:

✅ Customer Support & Engagement

• Respond to customer inquiries via email and chat in a professional and friendly manner
• Host onboarding sessions via Google Meet or similar platforms
• Help customers navigate the platform and resolve technical or usage issues
• Explain complex technical topics in clear, simple terms
• Ensure high satisfaction and retention through effective problem solving
   

✅ Cross-Functional Collaboration

• Escalate technical issues and bugs to relevant teams, while keeping users informed
• Share customer feedback with the Product team to influence roadmap improvements
• Participate in QA testing to help ensure product quality
• Contribute to knowledge base articles, tutorials, and internal documentation
   

✅ Operational Excellence

• Track and manage support tickets and ensure timely resolution
• Monitor recurring issues to identify patterns and propose improvements
• Continuously learn about platform updates, new features, and best practices
   

Your Superpowers/Qaulifications:

✔ Fluent in English (written and verbal)
✔ 1+ year of experience in customer service, technical support, or similar role
✔ Strong communication and interpersonal skills
✔ Comfortable working evening/night shifts (6 PM – 2 AM Kyiv time)
✔ Tech-savvy and quick to learn new platforms
✔ Responsible, detail-oriented, and self-motivated
✔ Able to multitask in a dynamic, fast-moving environment
✔ Friendly, empathetic, and passionate about helping people

Bonus Points For:

✨ Experience with tools like Zendesk, Notion, Slack
✨ Familiarity with SaaS, AI, or tech industry
✨ QA knowledge or experience (or coursework)
✨ Content creation skills (e.g., articles, tutorials, videos) 

What We Offer:

🌟 Competitive salary and benefits
🌟 Fully remote or hybrid flexibility
🌟 Work with an international team of high performers
🌟 Opportunity to grow in a fast-scaling AI SaaS company
🌟 Innovative, collaborative, and respectful work environment
🌟 No time-tracking software
 
How to Apply:

📩 Please submit your CV along with any relevant experience or links to work samples. We’re excited to meet you!