客户支持专员

Job Description

• 通过工单系统、邮件和即时通讯工具，及时响应企业客户的技术问题和产品使用疑问，确保 SLA 内闭环。
• 独立排查和定位问题：读懂客户描述、复现问题场景、判断是配置问题还是 bug，准确分流给内部团队。
• 与产品、研发、交付团队紧密协作，推动问题从”被报告”到”被解决”的全流程跟踪。
• 维护和迭代客户支持知识库（FAQ、常见问题排查手册），让客户能自助解决常见问题。
• 定期整理客户反馈和问题趋势，输出分析报告，帮助产品团队发现系统性改进机会。
• 参与客户上线前的产品培训和技术支持，确保客户顺利进入使用阶段。
• 在关键时刻保持冷静——生产环境出问题时，你是客户的定心丸。

Requirements

• 本科及以上学历，计算机、信息技术、通信或相关专业优先。
• 2 年以上技术支持、客户支持或类似岗位经验，有 SaaS、AI 或 B2B 产品经验者优先。
• 具备基础的技术排查能力：能读懂 API 文档、会查看日志、能通过 Postman 等工具做基础接口测试。
• 逻辑清晰，能快速将客户的模糊描述转化为可复现、可追踪的问题陈述。
• 中英文流利（书面及口语），能与海外客户和海外团队无障碍沟通。
• 情绪稳定，沟通有耐心——面对焦虑甚至愤怒的客户，你能先接住情绪、再解决问题。
• 有自我驱动力，不满足于”按流程回复”，而是追问”为什么会出现这个问题、怎么避免下次再出现”。

About AI Rudder

AI Rudder is an AI product company transforming how business communicate to their customers.

We launched in 2019 with one of the world’s first enterprise-grade AI voice agents: built to hold real, intelligent conversations, not just play back scripts. Today, we serve over 500 enterprises across 20+ countries, processing 50 million calls every day and having delivered more than 8 billion calls to date. Our customers range from fast-growing startups to large enterprises.

When AI talks to people, it has to feel human. That’s what we build.

How We Work

AI-first: AI isn’t a tool we reach for. It’s the default we start from. Every team, every workflow: AI-first.

Global Collaboration: We operate globally and work as one team. Distance is a logistics problem, not a cultural one. We build the habits that make distributed teams actually work

Communication Principle: Simple, Trust, Transparent. We remove unnecessary complexity so people can focus on what matters most.

What We Offer

• Learning & Development: Continuous learning through real projects, knowledge sharing session, mentorship, and cross-functional collaboration.
• Performance Recognition: Regular performance reviews, feedback, and opportunities for career progression.
• Global Exposure: Collaborate with international teams, global rotations, and work with global enterprise customers.
• Meaningful Impact: Build AI solutions that create real value for businesses around the world.
• Ownership & Autonomy: Freedom to take initiative and drive outcomes.
• Team Engagement: Team Building, Local & Global Gatherings & Local Events Celebration

AI Rudder is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants.