Customer Support Specialist - EverAI

About EverAI

EverAI is building the future of AI companionship. As one of the top 15 largest and fastest-growing AI companies in the world, we have reached 50 million users in just 2 years and are scaling rapidly toward our next milestones.

Our flagship product is the world's largest AI companionship platform, governed by EverGuard—our proprietary AI moderation system designed to ensure everything we build is safe, ethical, and human-first.

Your Role

As a Customer Support Specialist, you will be the first point of contact for our customers, ensuring they have an exceptional experience with EverAI. Your role is crucial in driving customer satisfaction, retention, and business growth by assisting with inquiries, resolving issues, and onboarding users.

Key Responsibilities

Customer Support

• Respond to customer inquiries by email and through other channels as we grow, resolving them on first contact wherever possible.
• Troubleshoot product issues and explain features clearly, with answers tailored to each customer.
• Handle billing and subscription questions, including refunds, in line with company policy.
• Escalate technical issues to the right team with clear details so customers don't have to repeat themselves.

Quality & Customer Experience

• Write empathetic replies that address the customer's actual question rather than using generic templates.
• Aim to meet targets for CSAT, response time, and resolution within 24 hours.
• Participate in regular QA reviews and coaching, applying feedback directly to your work.

Insight & Improvement

• Identify recurring issues in tickets and share customer feedback with the product team.
• Suggest topics for the Help Center to empower customers to find answers independently.
• Continuously learn about the product and build your customer success skills over time.

Schedule

• Work an assigned shift covering all seven days of the week with set rest days (shifts may change as the company grows).

Qualifications

Hard Skills

• Prior experience in customer support, community management, or a similar role.
• Strong troubleshooting and problem-resolution abilities.
• Familiarity with Discord, email-based support systems, and ticketing tools (e.g., Zendesk, Intercom).

Soft Skills & Mindset

• Perfectly fluent in English with strong communication and collaboration skills.
• Goal-oriented, with a strong sense of ownership and commitment.
• A "doer" mindset: able to move fast and balance execution, planning, and strategy.
• Humble, willing to learn, and open to feedback.
• Comfortable providing support for products based on uncensored models and content (#NSFW).

What We Offer

• Work From Anywhere: Fully remote environment.
• Paid Time Off: 4 weeks (20 working days) of PTO per year.
• Annual Gathering: Yearly in-person meetups to connect and celebrate wins.
• Health & Wellness Support: $100 monthly allowance for health insurance and unlimited 1:1 sessions with psychologists and lifestyle experts via OpenUp (plus access for up to three family members).
• Co-Working Space Budget: Access a co-working space up to twice per month.
• Learning Budget: Dedicated funds for courses, books, conferences, and certifications.
• Equipment: Company laptop provided, plus a monitor budget (up to $250) and peripherals budget (up to $150).
• AI Tools Access: Premium access to ChatGPT, Hugging Face, Claude Code, and other top tools.