Support Operations Specialist for AI Product | Remote | UK timings | Multiple positions

Multiple Positions • Remote • Full-Time

Company

Location

About GoZupees

GoZupees

Role Overview

We’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 Apply

Apply directly on LinkedIn

careers@gozupees.com