AI Support Specialist

Role Details
Location: ZA
Work Arrangement: Remote
Type of Support: Phone, Email, Chat
Contract Duration: Full-Time, Permanent
Training Schedule: Open to shifting schedules (subject to business requirements)
Work Schedule: Open to shifting schedules (subject to business requirements)
Expected Start Date: Immediately

About Us

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.

More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact.

Join us at Crescendo, and let’s build the future of customer experience together.
 

The Role

Crescendo is hiring an AI Support Specialist to react to and manage both external and internal customer requests specific, but not limited, to enhancing the CX Assistant(s) intended functionality.

You will ensure our customers, who we refer to as Partners, have accurate and timely answers to their questions about our Augmented AI solution. In this role, you will collaborate with Product, Engineering, CX Design, Operations and other internal stakeholders to ensure our Partners are receiving the support and guidance required to drive the utmost value out of Augmented AI.
 

What You’ll Do:

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
   

What We Expect From You:

• 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.
   

What You’ll Get In Return:

• Remote working arrangements
• Competitive base salary
• 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
• A front-row seat to one of the fastest SaaS growth stories of the decade
• The chance to say: “I was there from the start.”