Customer Support Specialist (Part-Time, Remote)

Customer Support Specialist (Part-Time, Remote) 

Job Summary:

At AnthologyAI, we believe that behind every data point is a story of hundreds of decisions made by real people. These stories are the pulse of every sector in the global economy, shaping our present and future. Our mission is to democratize access to these stories in the data economy. We are the most efficient, accurate, and actionable source of consumer intelligence. We ethically capture and analyze consumer behaviors 24/7 via our app, Caden, without compromising privacy or security.

We have set out to pioneer a breakthrough platform that combines billions of unbiased first-party consumer data with advanced predictive AI models. It will empower businesses across industries—from retail to banking— regardless of their internal data capabilities, to predict market dynamics and consumer behaviors with unparalleled precision.

We’re led by industry veterans, backed by powerhouse investors (almost $30M total investment), and powered by an extremely talented, experienced and diverse team. 

The Customer Support Specialist will be responsible for providing exceptional customer support to users of the Caden consumer app. This role will involve managing and resolving support tickets, escalating issues to and collaborating with internal stakeholders.

What You'll Do:

• Provide independent and high-quality responses to our customers via Zendesk chat and our customer support alias.
• Take ownership of customer issues and follow problems through to resolution in a timely and effective manner.
• Provide reliable resolution of critical and high-impact problems for customers.
• Identify and flag critical issues to the Engineering team internally. 
• Work closely with our Product, Engineering and Marketing teams to ensure customer satisfaction.
• Contribute ideas and practical solutions to ensure customer satisfaction.
• Become an expert on our FAQs and product features.
• Recognize trends and service impacting events and escalate properly.
• Learn from others and develop yourself as a customer support specialist.
• Generate periodic reports on emerging trends and community sentiment.

What You'll Bring:

• At least 1 year of customer support/service experience, ideally for a consumer technology or consumer brand.
• Proficiency in using Zendesk and/or other equivalent support ticketing tools.
• Service-oriented personality with a can-do attitude.
• Strong customer service and collaboration skills with a focus on empathy and problem-solving.
• Excellent written and verbal communication skills.
• Ability to work independently and as part of a team.
• Strong problem solving/troubleshooting skills
• Exceptional prioritization and project management skills

This is a remote part-time position (expected average of 20-30 hours of work per week). Candidates must be willing and able to work between the hours of 10am -2pm EST Monday-Fridays.