Customer Support and Client Success Specialist
Location: North America. Remote, with working hours that meaningfully overlap US business hours (CT/ET) — this role needs to respond to live customer issues during the US workday.
Engagement: Full-time. One opening to start, with a clear path to growing this into a small team.
Reports to: Head of Delivery / Practice Manager, with a dotted line to Engineering for QA work.
Benefits: Hybrid and very flexible remote / office working environment; 401k with match; health insurance options
About us
We're a US-based AI and data consulting firm with a growing roster of clients across financial services, legal-tech, construction, and enterprise software. Alongside our custom consulting engagements, we ship two productized offerings — an RFP automation product and an AI-powered help desk product — both of which have live paying customers who need responsive support. We're opening this role to make sure those customers are taken care of, our products ship with fewer defects, and our existing client relationships stay healthy as we grow.
Why this role exists
We have three problems that overlap more than they look:
Live customers need real-time help. When something breaks or a user is confused, someone needs to answer — fast, clearly, in good English.
Our products need a real QA function. We need someone catching issues before customers do.
Existing client relationships need a steady hand. Someone needs to be in regular contact, anticipating problems, and surfacing them early.
These three functions feed each other. The person doing QA learns the product deeply, which makes them the best support engineer. The person on the support queue hears every customer pain point, which makes them the best QA tester. The person doing both is the natural client success voice for accounts that depend on our products.
What you'll do
Customer Support
Own the support queue for our RFP and help desk products. Acknowledge fast, diagnose carefully, resolve or escalate cleanly.
Triage incoming issues: configuration questions, bugs, feature requests, account / billing — route what you can't fix yourself.
Maintain the customer-facing knowledge base and FAQs. Every recurring question gets documented once and pointed to thereafter.
Quality Assurance
Sit in on relevant client and internal meetings, understand what's being built, and write test cases against it.
Run manual regression before releases. Build up automated test coverage over time where it makes sense.
File clean, reproducible bug tickets. Verify fixes before they close.
Be the last person to say "yes, this is ready to ship" — and the person who pushes back when it isn't.
Client Success
Partner with the practice manager on account health for product-using clients.
Check in proactively with key customers — not just when something is broken.
Spot expansion opportunities (more seats, more use cases, additional products) and hand them to BD.
Flag at-risk accounts before they churn.
What we're looking for
Strong written and spoken English, in a polished business register. You will be the voice of the company to live paying customers.
2–6 years in a customer-facing technical role — technical support, QA, customer success engineering, or comparable at a B2B software or AI company.
Technical aptitude. You don't need to ship production code, but you should be comfortable reading logs, poking at APIs with Postman, understanding how an LLM-powered product works under the hood, and writing a clean bug report an engineer can act on.
Detail orientation. Good QA engineers and good support engineers share the same trait: they notice the thing everyone else missed.
Calm under pressure.
Familiarity with modern support and ticketing tools
Strongly preferred
Prior exposure to AI/ML products — LLMs, RAG systems, document processing, vector databases — at the level where the failure modes don't surprise you.
Experience writing test plans for a product team that didn't previously have a real QA function (i.e., comfort with building from scratch).