Senior Customer Support Engineer / Lead

About AI Acquisition

An AI platform emerged as the global category leader in AI service provider enablement. Operating globally, with the US as its primary market, the unique hybrid of Platform-as-a-Service (PaaS) and AI marketplace has achieved explosive growth by solving a critical pain point: connecting AI agencies with qualified enterprise opportunities at scale. AI Acquisition combines proprietary AI orchestration tools with proven enterprise SaaS infrastructure, delivers immediate value to the platform’s multiple agency customers and small and medium businesses worldwide.

We’re revolutionizing the way entrepreneurs build life-changing businesses by brokering AI tools to business owners eager to succeed. At the forefront of the $1.3 trillion AI revolution, we empower our members to earn $500+ per hour with just a few clicks. Whether through our AI Agency Incubator (Self-Guided), AI Accelerator (Done With You), or AI Agency Launchpad (Done For You), we provide the systems, training, and support to help our members achieve rapid success.

Hear from our leaders:

• Jordan Lee, Co-Founder & Chairman, shares insights about the business: Watch here
• Matthew Jones, CEO, discusses his career progression and personal growth since joining The Growth Partner: Watch here
  

Why Join AI Acquisition?

• Be part of a cutting-edge company leading the AI revolution, with a proven system that delivers results.
• Work in a dynamic, remote environment with a team dedicated to transforming lives.
• Opportunity to grow with a company experiencing rapid growth as we scale to support more members.
• Make a direct impact on our members’ success, helping them achieve life-changing wins like $60K in 17 days.
• Surround yourself with exceptionally talented, driven people who are in pursuit of excellence.

This isn’t just a job—it’s an opportunity to create a new and better life while working with visionary leaders who are shaping the future of AI-driven business growth.

The Role

We're looking for a highly skilled and proactive Senior Customer Support Engineer / Lead to be a pivotal part of our Customer Success and Product team. This is an individual contributor role for someone who is passionate about delivering exceptional support and driving continuous product improvement based on direct user feedback. You'll work closely with end- users and collaborate with our Customer Success Managers (CSMs) to ensure clients achieve their full potential with our AI solutions.

What You'll Do

• End-to-End Support Management:

Serve as the primary contact for all end-user support inquiries, providing expert guidance and rapid resolution to technical and product-related issues.

Work collaboratively with CSMs to address client challenges and ensure a seamless customer journey.

• Knowledge Base Development:

Partner with our Engineering and Product teams to identify knowledge gaps and proactively build comprehensive

knowledge bases, FAQs, and troubleshooting guides.

Translate complex technical information into clear, actionable content for various user segments.

• Product Improvement & Feedback Loop:

Monitor and analyze support chat trends and user feedback to identify opportunities for product enhancement.

Proactively suggest product improvements and new features based on insights from support interactions, ensuring a

continuous feedback loop to the Product and Engineering teams.

• Operational Excellence:

Utilize our communication and feedback tools (Crisp Chat, Featurebase, Slack) to manage support queues and track

issues.

Maintain detailed records of support interactions and resolutions.

What We're Looking For

• Experience: 3-5+ years of proven experience in a technical support,

customer support lead, or support engineer role, ideally within a

SaaS, tech, or AI-driven environment.

• Technical Acumen: Strong ability to understand and troubleshoot

complex technical issues related to software products and AI tools.• Problem-Solving: Exceptional problem-solving skills with a proactive and analytical approach.

• Communication: Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical end-users.

• Collaboration: Proven ability to work cross-functionally with engineering, product, and customer success teams.

• Customer-Centric Mindset: A genuine passion for helping customers succeed and providing an outstanding support experience.

• Adaptability: Ability to thrive in a fast-paced, dynamic, and remote- first startup environment.

Key Performance Indicators (KPIs)

• Faster Resolution Times: Consistently achieve rapid resolution of support inquiries.

• High Customer Satisfaction (CSAT) / Net Promoter Score (NPS): Drive exceptional customer satisfaction and loyalty.

• Product Feedback Loop: Demonstrate a clear impact on product improvements driven by support insights.

Benefits

• Competitive compensation package (to be discussed based on experience).

• Opportunity to work with cutting-edge AI technologies.

• Flexible, remote-first work environment.

• Direct impact on product development and customer success.

• Professional growth and development opportunities.

Ready to Make an Impact?

If you're a technically savvy, customer-obsessed individual who loves solving problems and driving product excellence, we encourage you to apply and help us empower entrepreneurs worldwide!