Technical Support And Ai Data Quality Specialist

Summary

Join Spotnana, a rapidly growing travel tech company, and contribute to a world-class customer experience. As a Customer Support Specialist, you will interact with B2B clients globally, resolving support issues and ensuring customer satisfaction. You will leverage various systems, including Salesforce and Jira, to troubleshoot and document issues, contributing to AI model optimization. This fully remote position (Pacific Time Zone) requires 3+ years of technical customer support experience and familiarity with AI tools. Spotnana offers competitive compensation, comprehensive benefits (including health, dental, vision, life, and disability insurance; 401k matching; paid time off; parental leave; and more), and equity in a fast-growing company.

Requirements

• 3+ years of experience in a technical customer-facing support function
• Experience with creating AI prompts to achieve specific generative results or retrieve desired information
• Understanding how data impacts model training

Responsibilities

• Identify and document common issues along with associated keywords and prompts to streamline troubleshooting and enhance data quality processes
• Ensure the accuracy, consistency, and integrity of customer support data to maintain high-quality inputs for AI model optimization
• Identify customers' needs, research each issue, provide solutions, and ensure the customer’s needs have been completely met
• Author knowledge base content into LLM-ready formats/structures
• Leverage multiple systems, including our own platform, Salesforce, and Jira, to research and troubleshoot service disruptions; coordinate with other departments to resolve issues when needed
• Provide a step-by-step guidance to customers and partners to resolve their issue
• Communicate efficiently and effectively with our customers and partners via chat, email, and Zoom in a courteous, timely, and professional manner
• Accurately document key details about the customer interaction within our support ticketing platform
• Own the communication with the customer from initial contact until resolution
• Assist the Customer Support Manager and other Customer Success leaders on project level deliverables

Preferred Qualifications

• Experience in a B2B startup or a fast-paced, corporate environment
• Experience troubleshooting customer issues and documenting steps to reproduce to identify the likely source of an issue
• Familiarity with AI tools, such as Maven AGI
• Basic understanding of web technologies (JavaScript, RESTAPIs, log/audit files such as Kibana/Datadog)
• Familiarity with the travel industry

Benefits

• Equity in the form of stock options which provides partial ownership in the company so you can share in the success of the company as it grows
• Pre-tax and ROTH 401(k) options via Fidelity with up to a 4% company match
• Comprehensive benefit plans covering medical, dental, vision, life, and disability effective on your hire date. We cover 100% of your employee premiums and 85% of your eligible dependents
• Pre-tax flexible spending account options for health, dependent care and commuter expenses
• 20 vacation days per year in additional to 10 company holidays, 4 company recharge/wellness days and an end of year company shutdown
• Up to 26 weeks of Parental Leave
• Monthly cell phone / internet stipend
• Additional benefits including access to RocketLawyer’s online legal platform, International Airlines Travel Agent Network (IATAN) membership, Pet Insurance through Fetch, Financial Wellness through Origin and SoFi, EAP through Mutual of Omaha, The Calm app through Kaiser, pre-tax parking/transit program and more