[Hiring] AI Customer Support Specialist @Cloudtalk

Role Description

Support at CloudTalk is changing. Most routine answers now come from our internal AI assistant — and you are the person who makes that assistant trustworthy. This isn't a ticket-closing role. You run every customer conversation through our AI, judge whether its answer is right, sharpen it when it isn't, and take over the moment the AI reaches its limit. In practice, you're the senior reviewer the AI answers to: you supervise it, escalate past it, and teach it to do better next time.

That means your work compounds. A ticket solved well helps one customer. A correction fed back into the AI helps every customer after. We're looking for people who see that difference and want to work at that level.

If you like understanding how systems behave, spotting patterns across hundreds of conversations, and telling a genuinely good answer from a plausible-but-wrong one, this role is built for you.

No previous VOIP experience required — we'll teach you the fundamentals. What matters most is logic, curiosity, technical comfort, and judgment.

And here's the part most support jobs can't offer: this is a real way into a product company. You'll learn how AI works, how to make it better, and how a product company actually runs — from the inside.

What You’ll Do

• Run an AI-first workflow. Use CloudTalk's internal AI assistant on every conversation — review, refine, and approve its answer before it reaches the customer. You own the final response, not the AI.
• Train the AI. Catch where it's wrong, outdated, or missing context, and feed structured corrections back so it improves over time.
• Find what's missing. Identify gaps in the knowledge base, tooling, and integrations that keep the AI from resolving issues on its own — and flag or fix them.
• Be the escalation point. When the AI can't solve something, you take over: investigate call flows, connectivity problems, audio quality, device setups, and configuration errors.
• Diagnose VOIP issues — latency, jitter, firewalls, ISP behaviours, and similar edge cases.
• Dig into the data. Inspect logs, replicate issues, and gather the detail L2 and Product need for deeper analysis.
• Build the knowledge base. Write and improve articles that train both customers and the AI — clear, accurate, reusable.
• Spot patterns. Surface recurring issues and automation opportunities across the conversations you and the AI handle.
• Shape how AI does support here. Contribute to the prompts, workflows, and guardrails as we make AI native to every conversation.

Who We’re Looking For

• A logical thinker. You enjoy puzzles, find root causes, and structure your thinking clearly.
• Tech-savvy and curious. System settings, connection tests, and logs don't intimidate you. You don't need to be an engineer — but you dig in.
• AI-fluent, or eager to be. You're comfortable working alongside AI tools: prompting them well, reading their output critically, and knowing when to trust them and when not to. This is core to the role.
• A critical eye. You can tell a correct answer from a confident-sounding wrong one. Supervising an AI well depends on it.
• A problem-solver with ownership. You measure success by problems solved, not ticket volume. Proactive, responsible, set on getting things right.
• A strong communicator. Clear English at C1. Spanish is a plus.
• A team player who shares knowledge. Curiosity and collaboration are part of our culture — and a teammate who teaches also teaches the AI.

Why Join CloudTalk

• Work at the front of AI support. Help build the human-plus-AI support model for a platform used by thousands of sales and support teams worldwide, from scale-ups to enterprise.
• Meaningful technical work. Learn real VOIP fundamentals — call routing, number provisioning, latency, connectivity troubleshooting, platform logic — and how to make an AI reason about all of it.
• A launchpad, not a destination. Breaking into a fast-moving AI SaaS company usually means already having an engineering or product background. This role is the exception — a genuine entry point into demanding, high-judgment work. You'll learn how AI reasons, how to make it measurably better, and how product gets built.
• The work compounds, and so does your career: this is the door into CloudTalk, and it opens onto almost everything.

Company Benefits

• 1-1 Coaching sessions with our resident communications advisor
• Learning and Development Budget
• Unlimited Paid Time Off
• Volunteering Days
• MacBook for work
• Recharge Fridays once per quarter
• Fitness Allowance
• Referral bonuses
• Virtual & physical team buildings
• Company merchandise