Description
Customer expectations for support are rising sharply while the industry struggles with mounting complexity. Today's customers anticipate AI-driven, immediate resolutions, yet most companies remain stuck in pilot phases, unable to convert AI into tangible results. The challenge will intensify further. Industry projections indicate that by 2029, agentic systems will autonomously handle the majority of routine issues, creating a widening chasm between what customers expect and what organizations currently deliver.
- AI-Enhanced Issue Resolution: Investigate complex escalations that AI systems cannot fully address, apply specialized human judgment to bridge capability gaps, and subsequently refine the AI system to close those gaps
What you will NOT be doing
- Taking a leisurely two-month onboarding period; you are expected to achieve proficiency across multiple products within your first month (we recognize this timeline is demanding)
- Depending on managers to clear obstacles; if you cannot effectively unblock yourself, this role will present significant challenges
Key responsibilities
- Combine human technical expertise with AI capabilities to provide superior customer support, concentrating on sophisticated problems that remain beyond current AI resolution capacity
Candidate requirements
- Must be located in North or South America
- Minimum 3 years total experience in technical customer support positions
- Foundational coding ability sufficient for troubleshooting and implementing bug fixes
- Advanced proficiency with generative AI tools (i.e., working knowledge of multiple AI platforms, capability to automate workflows and build custom GPTs); experience limited to using LLMs for research, learning, brainstorming, or content creation will not meet this requirement
- Troubleshooting Expertise: Ability to translate complex technical issues into accessible language, demonstrate thorough problem comprehension, suggest appropriate diagnostic approaches, identify multiple resolution pathways, and exhibit meticulous attention to detail
Applying for a role? Here’s what to expect.
Crossover's skill assessment process combines innovative AI power with decades of human research, to take the guesswork, human bias, and pointless filters out of recruiting high-performing teams.
Chat-style screening interview.
Cognitive aptitude test.
Prove real-world job skills.
Interview with the hiring manager.
Accept job offer.
Pass proctored test.
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