Product Support Associate

Summary

Join OpenSesame's growing team as a Customer Support professional, providing exceptional support to customers by responding to inquiries via email, chat, and phone. You will leverage AI-enhanced support tools to streamline workflows and deliver faster service. Collaborate with cross-functional teams to resolve issues and continuously improve the customer experience. This remote-first role is open to candidates based in Argentina or Mexico with fluency in English. OpenSesame prioritizes pay transparency, fairness, and equity, offering competitive compensation based on skills, experience, and performance. The role involves a flexible schedule with on-call weekend support approximately every 8 weeks.

Requirements

• Experience with AI-powered support tools
• Strong written communication skills
• Proactive mindset
• Technical troubleshooting skills
• Fluency in English
• Ability to work a weekend on-call support shift once roughly every 8 weeks (if needed)
• This is a remote-first role, open to candidates based in Argentina or Mexico

Responsibilities

• Begin providing support to customers via chat and email, helping troubleshoot technical issues related to OpenSesame’s learning platform
• Complete onboarding through 1:1 training, internal documentation, and eLearning courses to build foundational product knowledge
• Learn how to ask effective questions, document issues clearly, and escalate cases appropriately when they exceed your current expertise
• Apply your prior experience with AI-powered support tools—such as bots, macros, or suggested replies—to begin enhancing response quality and efficiency within our support workflows
• Demonstrate strong written communication skills and a proactive mindset, actively seeking out answers and filling knowledge gaps as they arise
• Independently manage a queue of 45+ support tickets, applying technical troubleshooting skills to resolve a wide range of product and course-related issues
• Conduct product and course testing, coordinating with course publishers to diagnose and resolve problems
• Participate in cross-functional meetings with teams like Product, Sales, and Curation to ensure customer needs are addressed collaboratively
• Continue leveraging your knowledge of AI-driven support tools to streamline workflows, reduce resolution time, and deliver consistent customer experiences
• Build confidence in navigating nuanced technical conversations, maintaining a clear and customer-centric tone
• Develop deep familiarity with the full OpenSesame product suite, including common use cases and customer challenges
• Begin handling phone-based support and recognize when a real-time conversation can help clarify or expedite case resolution
• Identify high-impact or complex issues, escalate effectively, and collaborate with the broader team to ensure resolution while keeping customers informed
• Demonstrate the ability to balance independent problem-solving with collaborative teamwork, knowing when to move forward and when to seek input
• Respond to internal support questions from colleagues via Slack, contributing to a responsive and helpful support culture
• Navigate all Product Support processes with ease, guiding other departments on how and when to engage the support team
• Confidently resolve the most frequently encountered issues and understand how to escalate edge cases to the appropriate team members
• Serve as a knowledgeable, thoughtful, and empathetic support representative—valued by customers and internal teams alike for your clarity, consistency, and problem-solving mindset
• Respond to customer inquiries via email, chat, and phone
• Collaborate with cross-functional teams to resolve issues and continuously improve the customer experience
• Leverage AI-enhanced support tools—like Zendesk AI, macros, and automation features—to streamline workflows, surface insights, and deliver faster, more consistent service

Benefits

• Competitive and fair compensation based on skills, experience, and performance
• Remote work