Customer Engagement & Support Representative
You.com is an AI Assistant that makes you more productive, creative, and extraordinary.
About the Role:
We are in search of a dedicated and empathetic Customer Engagement & Support Representative to become a part of our team. The perfect candidate will have a passion for helping customers, resolving inquiries promptly, and ensuring a positive experience with our products and services. As a Customer Support Representative, you will be the face of our company, interacting with customers through various channels to address their concerns, answer their queries, and provide necessary guidance.
Address customer inquiries and concerns promptly and professionally through various channels.
Assist customers with troubleshooting and technical issues, aiming for first-contact resolution.
Document customer interactions in our CRM system, Braze, and track recurring issues for proactive solution development.
Collaborate with Sales, Product Development, and Operations teams to relay customer feedback and contribute to improvement efforts.
Strive to exceed customer expectations by delivering exceptional service.
Ensure internal SLA on issue resolution is met and monitor Net Promoter Score (NPS).
Prepare reports on customer engagement and support activities.
Operate and optimize the CRM platform for communication, engagement optimization, churn reduction, and reporting.
Develop user guides and other resources for user engagement and retention.
At least 3 years in a Customer Support Representative capacity
Should understand what an LLM is, what the different models are and what they do, how to explain what models we use
Excellent verbal and written communication skills.
Strong interpersonal skills and a customer-centric mindset.
Ability to remain calm and professional in challenging situations.
Detail-oriented with strong problem-solving abilities.
Prior experience in customer support or a related field is preferred but not required.
Proficiency in using CRM software and other relevant tools, we use Braze
Must be located and authorized to work in the US or Canada
You.com is personalized, truthful, accurate, and transparent. It can provide the best answers to your questions and help you achieve tasks, from everyday queries to complex challenges.
You.com was founded by leading AI research scientists Richard Socher, the former Chief Scientist of Salesforce and the third most-cited researcher in natural language processing and one of the TIME100 AI honorees for 2023, and Bryan McCann, a lead research scientist at Salesforce Research specializing in deep learning and NLP.
Named one of Time’s “Best Inventions” in 2022 and one of Fortune’s 50 AI Innovators in 2023, You.com was the first search engine to offer a consumer-facing LLM with real-time internet access for factual, verifiable, and up-to-date responses.
Recognized as one of the most popular generative AI tools globally, You.com extends these advancements to other LLMs and AI chatbots, bringing trust, accuracy, and transparency with real-time web access and news through its YOU API offering — the first full web index built for LLMs — as well as a production-ready YOU LLM OS.