Customer Support Specialist
JobInterview, Mission, KS, United States
Role Summary
The Customer Support Specialist (Tier 2) bridges the gap between automated AI interactions and complex human needs, ensuring high-value resolutions while maintaining compliance with the 2026 EU AI Act standards.
Impact
This role directly influences customer retention and brand trust by managing high-stakes escalations and optimizing the AI‑human handoff efficiency.
Team Structure
Part of the Global Support Excellence team, working alongside AI Trainers and Customer Success Managers.
Reports To
Reports to the Head of Support Operations.
Working Conditions
Standard business hours (CET) with rotating on‑call weekend coverage once every 8 weeks. Travel required: 5%.
Physical Requirements
Ability to remain in a stationary position for extended periods of digital interaction.
Visual acuity to monitor multiple high-resolution data dashboards.
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The Customer Support Specialist (Tier 2) bridges the gap between automated AI interactions and complex human needs, ensuring high-value resolutions while maintaining compliance with the 2026 EU AI Act standards.
Impact
This role directly influences customer retention and brand trust by managing high-stakes escalations and optimizing the AI‑human handoff efficiency.
Team Structure
Part of the Global Support Excellence team, working alongside AI Trainers and Customer Success Managers.
Reports To
Reports to the Head of Support Operations.
Working Conditions
Standard business hours (CET) with rotating on‑call weekend coverage once every 8 weeks. Travel required: 5%.
Physical Requirements
Ability to remain in a stationary position for extended periods of digital interaction.
Visual acuity to monitor multiple high-resolution data dashboards.
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