Description
Forget everything you know about traditional customer support. At Trilogy, we've revolutionized the game with cutting-edge AI that handles routine inquiries, leaving only the most intellectually stimulating challenges for our engineers. Managing a diverse portfolio of over 100 enterprise software products, we've created an environment where every ticket is a puzzle worth solving.
The statistics don't lie: in conventional support models, more than 60% of tickets get escalated because frontline agents lack the necessary expertise. We've flipped this model on its head. Our AI systems handle the predictable, while you tackle the exceptional.
This role demands intellectual agility and self-sufficiency. There's no gradual onboarding or constant supervision here—you'll dive into the deep end from day one. If you thrive on autonomy, learn rapidly without hand-holding, and possess the determination to overcome obstacles independently, you'll excel in our environment.
For the right candidate, this position offers unprecedented growth potential. You'll develop rare technical versatility across a vast product ecosystem while directly enhancing Trilogy's reputation for excellence. Ready to be challenged like never before? We're waiting for your application.
What you will be doing
- Bridge the gap between advanced AI capabilities and human expertise by resolving complex customer issues that exceed our AI systems' current capabilities, then help evolve those systems to handle similar cases in the future
What you will NOT be doing
- Enjoying a leisurely onboarding process—our accelerated timeline expects proficiency across multiple products within your first month
- Depending on management for solutions—self-sufficiency and resourcefulness are non-negotiable traits for success in this position
Key responsibilities
- Seamlessly blend your technical expertise with our AI systems to deliver superior customer support, focusing exclusively on the complex challenges that represent the frontier of what technology alone can solve
Candidate requirements
- Minimum 3 years of proven experience in technical customer support environments
- Demonstrated advanced proficiency with generative AI technologies (including creation of automated workflows and custom GPTs—basic usage for content generation or research is insufficient)
- Current residence in North or South America
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.
Pass Cognitive Aptitude Test.
Pass English Proficiency Test.
Prove Real-World Job & AI Skills.
Ace An Interview Or Two.
Accept Job Offer.
Frequently asked questions
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The Olympics of work
It’s super hard to qualify—extreme quality standards ensure every single team member is at the top of their game.
Premium pay for premium talent
Over 50% of new hires double or triple their previous pay. Why? Because that’s what the best person in the world is worth.
Shortlist by skills, not bias
We don’t care where you went to school, what color your hair is, or whether we can pronounce your name. Just prove you’ve got the skills.
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