OUR PRODUCT
TimelinesAI is a remote-first SaaS company that provides a shared inbox and integrations platform for WhatsApp. We help businesses gain 360° visibility and boost performance on WhatsApp through automation and seamless CRM integration. As a product-led growth (PLG) company, we rely on outstanding user experiences to drive adoption and retention.
ROLE OVERVIEW
We are hiring a Customer Support Agent who will be the first point of contact for our users. Our AI bot handles routine questions from the knowledge base and live chat auto-translates to the customer’s language, so you will step in for deeper technical issues, high-stakes conversations, and Zoom support sessions. You’ll work independently during your shift, with the Customer Success Manager available for escalations. Shifts cover core European hours Monday–Friday. You'll handover ongoing issues and conversations to the other Customer Support Agent at the end of your shift.
KEY RESPONSIBILITIES
– Deliver fast, accurate, and friendly support via live chat, email, and Zoom
– Provide extra depth beyond our automation: investigate complex issues, reproduce bugs, and guide customers step-by-step
– Follow through with developers and customers to gather logs, screenshots, and other data until resolution
– Conduct live troubleshooting and technical demo sessions (often with Sales)
– Handle billing/subscription questions, refunds, and proration in Stripe
– Leverage AI tools (ChatGPT, internal copilots) to draft and refine responses efficiently
– Capture and report bugs, feature requests, and patterns to Product & Engineering
– Meet team KPIs and SLAs for first-response time, resolution time, and CSAT
– Uphold very high availability: immediate presence in Slack and live chat during your shift
– Uphold GDPR and data-privacy best practices in every interaction
– Maintain and expand knowledge-base articles as new edge-cases arise
REQUIREMENTS
Must-Have
– 1+ year front-line or tier-2 support for a SaaS product
– Excellent English, written and spoken
– Proven proactive, customer-first mindset and high personal accountability
– Reliable high-speed internet and quiet workspace
– Awareness of GDPR/data-privacy regulations when handling customer data
– Strong investigative skills with web apps, browser dev tools, and basic APIs
STRONG ADVANTAGE
– Familiarity with support platforms (Crisp, Intercom, Zendesk, etc.)
– Hands-on Stripe experience (refunds, proration, webhooks)
– Zoom-based troubleshooting/onboarding experience
– Prior use of AI tools to speed up or improve support quality
– Additional languages (Spanish, Portuguese, Turkish, German, French)
NICE TO HAVE
– WhatsApp Business API, Zapier, Make, or similar automation tools
– Basic SQL or log-reading skills for deeper root-cause analysis
– Experience creating short Loom/video tutorials or screenshots for self-service docs
– Knowledge of CRM systems (Pipedrive, HubSpot, Zoho)
WORK SCHEDULE
Shift rotation covering Monday–Friday, 08:00–18:00 CET (exact pattern discussed during hiring). Occasional weekend/holiday coverage (paid hours) shared across the team.
HOW TO APPLY
1. Your CV or LinkedIn profile link
2. A short paragraph on your SaaS support experience, including tools used
3. An example of how you solved / troubleshooted a complex customer issue or improved a process with automation or AI
4. Your preferred working hours and earliest start date