Product Support Specialist

About Slang AI Slang AI is redefining customer engagement through conversational AI, making every interaction seamless and efficient. Our mission is to transform the restaurant industry by providing the ultimate voice AI solution for consistently outstanding customer experiences. At Slang AI, we believe how we build matters just as much as what we build. We foster a culture rooted in hospitality, ownership, and clarity, where every “Slangsta” feels valued, supported, and connected to the broader impact of our work in the AI-powered future of restaurants. What Your Experience Will Be You're the first line of contact for restaurant operators calling or writing in with a problem: a phones-down emergency, an API connection to a reservation platform that needs diagnosing, a feature request that needs to be logged and managed, a guest experience a customer wants reviewed. Triaging issues like these day to day, you'll learn to identify what you're actually dealing with — something you can resolve yourself with a known workaround or clear explanation, an expected limitation that needs professional, patient communication to work through, or a real bug, in which case the job shifts to documenting it clearly for Engineering and keeping the customer informed and reassured while it gets fixed. You're also the connective tissue between the rest of the company and Product Engineering. When a teammate anywhere in the org — Sales, CX, Ops, Finance — runs into something that looks like a product issue, Support is where it gets routed, translated into something actionable, and handed off. You're often the first person to notice a pattern worth flagging, and the one making sure it doesn't get lost between "someone mentioned this once" and "Engineering actually has a ticket for it." You'll have senior-level support throughout the role, not just while you're getting oriented. Remote-first, with occasional trips to HQ. You'll be working with tools like Pylon, Linear, Slack, Looker, Cekura, Canny, and Claude — no prior experience with these exact tools required, but comfort with similar ticketing, analytics, or support tooling is a plus. Why You Belong Here and How You Will Grow You spot the small thing before it becomes the big thing — a pattern in tickets, a customer who's a little too quiet about being frustrated, a gap between what's documented and what's actually true — and you keep an eye on churn risk without being told to You communicate exceptionally well in any medium — email, ticket, phone, Slack — and people notice You read a room (or a ticket) with high emotional intelligence, and you're proactive by default — you follow up before someone has to ask you to You're comfortable quarterbacking complex customer scenarios that pull in several internal parties and carry real stakes — the kind where a mishandled moment could mean a customer walks CSAT isn't just a number to you — it's a signal of whether you actually helped You're a self-starter who wants ownership, not just tasks. This is a small, high-accountability team, and that's deliberate — Slang competes on support being genuinely excellent, not just adequate, and this role is part of what makes that a real differentiator instead of a talking point You show up as a partner to the customer, not a gatekeeper — fast enough that they feel taken seriously, and thorough enough that you leave things better than you found them You don't need to arrive with the exact playbook already memorized. There's a real system here — a tiering framework, a debugging process, a knowledge base — built and refined over months of real ticket volume. What matters more than prior exposure to these specific tools is whether you can pick up a system that already works and run it well, rather than needing to invent your own approach from scratch What Success Looks Like You're resolving routine tickets — cancellations, phones-down troubleshooting, login issues, AI behavior questions — independently within your first 60 days You can tell user error, real bug, and expected limitation apart before you escalate, so Engineering's time and the customer's trust both stay protected You manage competing priorities well, keeping urgent issues moving fast without letting the rest pile up — guided by clear service-level and performance expectations, and good judgment about what genuinely needs to jump the line Your bug escalations are clean enough that Engineering can act without back-and-forth Customers experience you as a partner, not a ticket-closer — your CSAT shows it You've spotted at least one gap between what customers ask for and what's documented, and helped close it Customers and teammates consistently point to how clearly and warmly you communicate, especially under pressure What You Will Bring We're less interested in what you'd call yourself than in whether you have the underlying competencies below — you might come in with a more customer-facing background (support, success, service) or a