Customer Support Specialist (AI-assisted Chat Support)

Reelly AI is a B2B platform in the real estate sales sector that has become one of the market leaders in the UAE in just four years. More than 74,000 agents have registered on the platform. We help them find up-to-date information on more than 2,000 projects from developers in Dubai, Abu Dhabi, and Ras Al Khaimah.

Our business is selling data and access to our proprietary AI ecosystem. It helps developers see supply and demand in real time, understand agents’ needs, and make commercial decisions faster.

We work with international companies, including those from India, Pakistan, and the United Kingdom, that operate in the UAE. We are preparing for international expansion in cooperation with government partners. Our goal is to attract one million agents over the next three years.

I am writing this job posting personally. My name is Vitalii Ryzhak, and I am the founder and CEO of Reelly AI.

Recently, the real estate market in the region has experienced significant stress. For us, this period has become a catalyst for growth: developers have started digitizing their processes more actively, and we have received a large influx of new contracts. That is why I am resuming the search for new talent to join our team.

We are looking for a Customer Support Specialist to help customers in chats and oversee the quality of our AI-assisted support. You will review AI answers, check facts, step into conversations when human help is needed, and make sure unresolved issues reach the right person.

This is a hands-on, individual-contributor support role with no people-management responsibilities.

What you will do

• Monitor customer conversations and check AI-generated replies for factual accuracy, relevance, clarity, and a helpful tone
• Verify answers against approved product information and the knowledge base before relying on them; identify missing information and avoid unsupported promises
• Take over chats when the AI cannot resolve a request, misunderstands the customer, or needs human judgment
• Ask clear follow-up questions, explain next steps, and keep customers informed until the issue is resolved or handed over
• Record issues and actions in tickets or the CRM, with enough context for colleagues to continue the work
• Escalate technical problems, account issues, and unusual or sensitive requests to the appropriate team
• Flag recurring questions and incorrect AI responses, and suggest improvements to help articles, response templates, and the knowledge base

Who we are looking for

• At least 1 year of relevant work experience in customer support, customer service, chat operations, account support, or a similar customer-facing role
• Careful reading, attention to detail, and the ability to distinguish a verified fact from an assumption
• Clear, patient written communication and a calm approach to difficult customer situations
• Confidence using AI assistants and translation tools while checking the accuracy of their output
• Basic English is acceptable when supported by AI and translation tools; you must be able to understand the customer's request, check the response, and ask for help when something is unclear
• Experience keeping customer records, tickets, or task trackers organized
• Availability for a full-time schedule of 5 working days per week, 8 hours per day, with reliable follow-through during your agreed working hours

Experience with SaaS products, real estate platforms, help-desk tools, or AI-assisted support is a plus. Relevant practical work experience is required.

What good work looks like

Customers receive accurate and useful answers. Conversations needing a person are handled promptly, escalations contain clear context, and recurring gaps are captured so the support experience keeps improving.

Compensation and work format

Total monthly compensation: USD 1,000, including salary and bonus. The salary/bonus split and bonus criteria will be agreed before joining; the total monthly budget is USD 1,000.

Fully remote, full-time: 5 working days per week, 8 hours per day. The exact working days and hours will be agreed before joining. Open to candidates worldwide.

Why this role may interest you

Practical experience with AI-assisted customer support in a B2B product company, daily work with international customers, and the opportunity to improve the quality of both human and AI responses.

My recommendation:

If you want the opportunity to join our team, apply for this role on Djinni. Details of the next stage and an invitation to a call will be shared with applicants through Djinni. On this call, I will introduce you to our company and all the opportunities within it: our corporate culture, challenges, results, and possibilities.

I, Vitalii Ryzhak, will be speaking on this call, and my goal is to make you fall in love with our mission just as I did six years ago. I believe that only the strong win. And we are building our strength in attracting international capital so that, when the time is right, we can focus all our efforts on rebuilding Ukraine.

Glory to Ukraine! Glory to the Heroes!