Crescendo · 1 month ago
AI Support Specialist
United States
Full-time
Remote
Entry, Mid Level
2+ years expCrescendo is a leader in customer experience performance, focusing on innovative technology and outsourcing expertise. The AI Support Specialist will manage customer inquiries related to the CX Assistant, collaborate with internal teams, and ensure timely support for partners to maximize the value of the Augmented AI solution.
Artificial Intelligence (AI)Customer ServiceOutsourcingSoftware
Responsibilities
Optimize the CX Assistant's Behavior
Address inquiries from customers regarding the behavior settings of the CX Assistant
Advise customers on potential configuration updates, including refining workflows, adjusting the CX Assistant’s personality to align with brand guidelines or improving response accuracy
Implement Knowledge Base Enhancements
In collaboration with our QA team, validate and implement the areas of enhancement opportunity found in the customer's knowledge base
Collaborate with Product & Engineering Teams
Escalate validated issues to the Engineering and/or Product teams as needed by providing clear documentation, sufficient context, root causes,and recommendations for resolution
Communicate Clearly and Consistently with Customers
Ensure all support cases and associated outcomes are properly documented and communicated to relevant teams and stakeholders
Maintain open communication with stakeholders, keeping them informed of the status and resolution
Function as a Product Expert
Maintain an up-to-date understanding of the AI platform’s features, functionality and roadmap
Participate in the creation of an internal CX Assistant designed to help your colleagues in Support operate efficiently
Use and update the internal CX Assistant by maintaining a repository of FAQs, advanced use cases and solutions for future reference
Capture Feature Requests
Review and document feature requests from customers
Qualification
Required
2+ years in a technical support, chatbot management or product specialist role
Demonstrate strong practical knowledge of tools like Jira, Zendesk or similar ticketing systems
General understanding of APIs, JSON or other technical formats for diagnosing issues
Hands-on experience in chatbot configuration, intent training and performance analysis
Demonstrated ability to collaborate with cross-functional teams and stakeholders to achieve shared goals
Excellent project management and organizational skills, with the ability to prioritize and delegate tasks effectively
Strong analytical and problem-solving abilities
Benefits
Generous paid time off
Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
Training and professional development opportunities
Company
Crescendo
Crescendo offers a full-stack customer service platform combining the most advanced AI with a global service team.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$50MKey Investors
General Catalyst
2024-10-02Series C· $50M
Leadership Team
Matt Price
Founder and CEO
Michelle Donnelly
Chief Revenue Officer (CRO)
Recent News
2026-01-16
2026-01-14
2025-12-13
Company data provided by crunchbase