Customer Support Specialist

Company Description

Sektra AI is the relationship intelligence platform for modern B2B teams. We connect to your team's Gmail and act as an AI secretary that keeps everyone aligned on every important client relationship automatically. Sektra surfaces unanswered questions, identifies relationships going cold, tracks pending commitments, and delivers a daily digest of exactly what needs your team's attention before things slip through the cracks. Think of Sektra as Cursor but for client facing teams. Just as Cursor gives engineers AI superpowers in their existing workflow, Sektra gives client facing professionals AI superpowers in their existing inbox. No new tools to learn, no CRM to maintain, no behaviour change required. Just your team's Gmail, finally working intelligently for you.

Role Description

The Customer Support Specialist is a full-time, remote role responsible for providing responsive, empathetic, and knowledgeable support to Sektra AI customers. In this role, you will respond to incoming support tickets, emails, and live chat inquiries, ensuring users receive accurate and timely resolutions. You will troubleshoot technical issues related to inbox integrations, user settings, and platform behaviour, escalating complex cases to engineering when needed. You will maintain clear documentation of support interactions, contribute to knowledge base articles and FAQs, and identify patterns in customer feedback that can inform product improvements. You will collaborate closely with product and engineering teams, advocate for customer needs, and help refine processes that enhance the overall customer experience.

Qualifications

• Strong customer support and customer satisfaction skills, with a track record of resolving inquiries in a professional, empathetic, and solution-oriented manner.
• Excellent interpersonal skills, including clear written and verbal communication and the ability to explain technical concepts in accessible language.
• Technical support capabilities, including troubleshooting software issues, navigating web applications, and working with email or productivity tools.
• Ability to work independently, manage multiple priorities, and maintain attention to detail under time constraints.
• Prior experience in B2B AI SaaS.
• Preferred: Bachelor’s degree, or equivalent professional experience in customer support, or a related field.