Support Operations Specialist for AI Product | Remote | UK timings | Multiple positions
4 days ago
Multiple Positions • Remote • Full-TimeCompany: GoZupees (Project Atlas – Agentic AI)Location: Remote (Preference: Gurgaon / NCR)About GoZupeesGoZupees builds AI Agents for small businesses in the UK, helping them automate conversations, capture leads, and deliver human-like customer support.Role OverviewWe’re hiring Support Operations Specialists to manage email and chat support for UK-based clients. You’ll ensure timely, accurate, and empathetic responses while maintaining ticket hygiene and following escalation protocols.Key Responsibilities • Respond to customer queries via email and chat within SLAs. • Log, categorize, and close tickets with accuracy and clarity. • Troubleshoot first-level issues with AI agent setup or usage. • Escalate complex cases with full context and documentation. • Identify recurring issues and update FAQs or SOPs. • Meet key performance metrics like First Response Time and CSAT.What You’ll Bring • 3+ years of experience in email/chat-based support or support operations. • Excellent written English with a professional, neutral tone. • Familiarity with tools like Zoho Desk, Freshdesk, or Zendesk. • Strong ownership, attention to detail, and calm problem-solving approach. • Awareness of data privacy and basic GDPR principles.Preferred Experience • Prior exposure to SaaS or AI product support. • Experience serving UK, US or European clients. • Process-driven and strong in documentation.What We Offer • Remote-first role (Preference: Gurgaon/NCR). • Comprehensive AI product training as part of onboarding. • Opportunity to work on a fast-growing AI product with global reach. • Clear progression to L2, QA, or Client Success roles.How to ApplyApply directly on or send your CV to careers@gozupees.com with the subject line: Application – Support Operations Specialist
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