Technical User Operations Specialist – EMEA

Responsibilities

• Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions across technical and product-related issues, including AI output quality, app access, APIs, authentication, and error logs.
• Manage multiple competing priorities while maintaining responsiveness, reliability, and accountability during assigned support shifts.
• Collaborate with teammates and cross-functional partners to troubleshoot complex issues, escalate when appropriate, and contribute to a strong customer experience.
• Maintain current knowledge of products, features, and services.
• Document customer interactions, issues, and feedback to support continuous improvement of products, processes, FAQs, and knowledge-base articles.
• Own tasks independently while contributing to team workflows and support-process refinement.

Requirements

• 3+ years of experience in a fast-paced technical support role, delivering white-glove or premium support to large enterprise customers for AI-driven products.
• Exceptional written and verbal communication skills, with the ability to build trust and explain complex technical concepts to technical and non-technical audiences.
• Strong problem-solving and critical-thinking abilities, with a creative approach to diagnosing and resolving complex issues.
• Highly organized and adaptable, able to manage multiple tasks and competing priorities.
• Solid understanding of APIs, including the ability to troubleshoot and explain API-related concepts.
• Proficiency with customer support tools and CRM systems.
• Collaborative approach to cross-functional work.
• Commitment to learning, continuous improvement, and staying current with industry trends and best practices.

Compensation and Benefits

• Structured hybrid working arrangement: 3 days in the office and 2 days working from home.
• Four-week onboarding and training program.
• Professional development stipend.
• Opportunities to work on cross-functional projects and company-wide user-operations initiatives.