AI Support Specialist

About the role

We are hiring an AI Support Specialist to be the first person our customers reach when they need help, and to help build the AI-driven support system behind it. You will own the front line of customer support: triaging incoming questions, working alongside our AI support agents to draft fast and accurate answers, and making sure every customer leaves with a real resolution. You keep the queue moving and the quality high.

Responsibilities

• Be the first point of contact for customer questions, responding quickly, clearly, and accurately.
• Work alongside our AI support agents, reviewing and verifying AI-drafted replies for accuracy and tone before they go out.
• Triage and route incoming issues, spotting urgent, payroll-blocking problems and getting them to the right person fast.
• Own queue health: make sure nothing falls through the cracks and every issue is resolved or escalated by the end of the day.
• Turn resolved questions into help articles and training content so customers can help themselves.
• Partner with product and engineering to surface recurring issues and push for real fixes, not band-aids.
• Own our AI support agents and skill library: tune them, expand their coverage, and raise answer quality.
• Use AI coding tools to make real changes to the product, shipping small fixes and improvements that remove customer pain at the source, with support from engineering.

Requirements

You have 0–2 years of experience, or you are a recent graduate excited to start your career in a high-ownership role. You are a clear, warm writer who can explain things simply and stay calm under pressure. You are genuinely excited about AI and want to get hands-on with the tools reshaping how support works. You want to build, not just respond. You are excited to get closer to the product over time and to use AI tools to make changes yourself. You are highly organized and detail-oriented. You know that in payroll, getting the answer right matters. You take ownership and communicate proactively. You are comfortable with ambiguity and don't wait to be told what to do. You are curious about construction. You don't need to know the industry on day one, but you want to learn it. You are NYC-based or ready to relocate quickly.

Qualifications

• Nice To Have: Experience in customer support, customer success, or operations, ideally in SaaS.
• Exposure to AI tools, prompt writing, or support automation.
• Experience with payroll, financial systems, or compliance-heavy software.
• Comfort with data tools like Excel or SQL.
• Startup or high-growth experience.

Skills

• Clear, warm writing skills.
• Ability to stay calm under pressure.
• Genuine excitement about AI and its applications.
• Desire to build and not just respond.
• Highly organized and detail-oriented.
• Curiosity about construction.

Benefits

We offer a competitive compensation package, including a base pay range of $70,000 – $85,000 per year. We also provide a supportive and collaborative work environment, opportunities for growth and development, and a chance to work on innovative solutions in a rapidly growing industry.

Pay

The base pay range for this role is $70,000 – $85,000 per year.

Schedule

This is an in-person role in New York City, five days a week. We move quickly, collaborate constantly, and value people who take initiative and ownership.