Customer Support Agent

Join AutogenAI – Revolutionising Bid and Proposal Writing with generative AI 

AutogenAI is a leader in Generative AI SaaS, transforming how organisations create and optimize winning tenders and proposals through cutting-edge natural language processing technology. We are one of the fastest-growing companies in the industry, expanding rapidly to meet the increasing demand for AI-driven solutions across sectors. 

Our innovation stems from a belief that language technology will revolutionise business communication over the next decade. We empower our clients to grow faster and more efficiently by delivering bespoke AI models tailored to their needs, saving time, improving content quality, and boosting win rates in highly competitive markets. 

We drive AutogenAI’s growth by fostering a culture where innovation and ambition thrive, building a company where everyone can have a career-defining experience. As we scale, we invite passionate professionals to join our journey of innovation, helping shape the future of AI-powered business solutions. 

Job summary:

As a Customer Support Agent at AutogenAI, you will be the first point of contact for our customers, ensuring they receive exceptional support and guidance on the AutogenAI platform. You will be responsible for addressing customer inquiries, troubleshooting issues, and collaborating with various teams to deliver a seamless customer experience. This role offers the opportunity to become an expert in our product, work cross-functionally with key departments, and directly contribute to customer satisfaction and retention. 

We intend to hire for this role in or around Los Angeles, CA.

What you'll be responsible for:

• Providing Expert Product Support: Become a product expert to address customer questions, providing accurate and prompt assistance via email, live chat, and support tickets.
• Categorizing and Prioritizing Inquiries: Identify and categorize customer inquiries to ensure efficient handling and assignment, ensuring complex issues are escalated to the appropriate teams.
• Documenting Solutions and Creating Resources: Write and update support articles and documentation to help customers self-serve, reducing the volume of repeat inquiries.
• Collaborating Across Teams: Work closely with Customer Success Managers, the Engineering team, and other departments to resolve issues, share feedback, and improve the customer experience.
• Delivering Outstanding Customer Service: Strive to delight customers by providing a seamless, friendly, and effective support experience that builds trust and loyalty.
• Tracking and Monitoring Issues: Document, track, and monitor problems to ensure timely resolutions, keeping customers informed throughout the process.
• Adhering to SLAs and KPIs: Consistently meet or exceed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to maintain high standards of service quality. 

What you'll bring to the team:

• Problem-Solving Skills: You possess a natural aptitude for troubleshooting and enjoy finding creative solutions to complex customer issues, ensuring swift resolutions. 
• Customer-Centric Mindset: A genuine passion for helping customers and a commitment to delivering exceptional service, ensuring they feel valued and heard. 
• Technical Proficiency: Strong computer literacy and the ability to quickly learn new software, enabling you to navigate and understand the AutogenAI platform. 
• Effective Communication: Excellent verbal and written communication skills, allowing you to convey complex information clearly and concisely to both customers and internal teams.
• Adaptability and Initiative: Thrive in a fast-paced environment, able to manage multiple tasks, and take initiative to improve processes and customer experiences. 

Requirements

• Experience: 3+ years of experience in a customer support role, ideally within the SaaS or tech industry. 
• Industry Knowledge: Familiarity with SaaS products, startups, and the customer support landscape, particularly in B2B environments.
• Technical Skills: Comfortable using support tools and platforms such as Asana, HubSpot, Slack, and ticketing systems. 
• Education: A bachelor’s degree or equivalent experience, preferably in a related field. 

Preferred qualifications:

• Experience working in Customer Support in a SaaS or tech company
• Familiarity with Bid Writing

Benefits

• Competitive Salary: $72,000 - $85,000 gross per annum, depending on specific experience and qualifications relevant to the role
• Performance Bonus: Opportunity to earn a 10% performance based bonus annually
• Stock Options: Meaningful equity in the company. 
• Comprehensive medical/dental/life insurance: Insurance coverage for individuals and families partially paid by the company as well as opportunity to participate in pre-tax health Flexible Spending Account. 
• Retirement Plan: Ability to invest your pre-tax dollars in a 401(k) retirement plan with company matching contributions. 
• Paid Time Off: Unlimited vacation (Yes, you read right!) 
• Flexible Work Options: Remote role based in PST.
• Paid parental leave: 16 weeks if you’ve just given birth, 4 weeks if your partner has just given birth (after one year of year of service) 
• Additional Perks: Top-of-the-line laptop (Mac or Windows), regular company events to connect with teammates, and opportunities for continued professional development. 

Work environment:

• Customer-Centric Innovation: We thrive on understanding and acting on our customers’ needs, believing that their success drives our success. 

• Ownership & Impact: Everyone takes initiative, owns challenges, and moves quickly to deliver results, often breaking the rules to do what’s right. 

• Continuous Learning & Bold Experimentation: We embrace change, celebrate learning from failures, and always push the boundaries to raise the bar. 

• Transparency & Trust: We value open, honest communication, with feedback and collaboration at the core of everything we do. 

• Inclusive & Respectful: Different perspectives drive us forward, and we act with integrity, always doing what we say we’ll do. 

Application instructions:

Excited to join us? Send your CV and optionally a cover letter sharing how you can contribute to our mission! 

Equal Opportunity Employer Statement:

AutogenAI is an equal opportunity employer dedicated to fostering a diverse and inclusive workplace. We do not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by federal, state, or local laws. 

We encourage applications from individuals of all backgrounds, including but not limited to individuals with disabilities and veterans. Our hiring decisions are based on qualifications, merit, and business needs.  

At AutogenAI we value the unique perspectives each employee brings and strive to provide an equitable environment. If you require reasonable accommodations during the application or interview process, please let us know, and we will gladly assist you.