Provides Level 1 and Level 2 technical support for an enterprise AI SaaS platform, resolves customer issues, and communicates solutions clearly. Identifies recurring support patterns, improves documentation and workflows, and proposes automation opportunities. Partners with engineering, product, platform, and content teams to improve customer outcomes and support scalability. This remote rotational role offers exposure to Customer Success, Professional Services, and AI support.

Provide first-level support via chat/email/call, troubleshoot and resolve customer issues, escalate when needed, document tickets and customer data, follow up to resolution, recommend process improvements, and maintain help-desk knowledge.

Provide multi-channel customer support (live chat, email, phone) for Easyship customers, liaise with couriers and vendors to resolve delivery/technical issues, collect feedback, maintain customer relationships, collaborate with Sales/Product/Operations, and identify process improvements to drive high customer satisfaction.