Customer Experience AI Specialist

About the role

We are looking for a Customer Experience AI Specialist to join Guesty’s fast‑growing team in the Philippines. In this hybrid role you will deliver top‑notch support to our enterprise customers while helping train and improve the AI that powers our help‑desk.

Key responsibilities

• Provide exceptional service via email tickets, chat and occasional phone calls, acting as the primary technical resource for enterprise clients.
• Investigate, diagnose and resolve complex software issues, guiding users with clear instructions.
• Manage a high volume of support tickets, prioritising according to urgency and SLA commitments.
• Identify recurring problems and relay feedback to product and engineering teams.
• Review and correct AI‑generated responses to ensure accuracy and quality.
• Contribute to the knowledge base by creating and updating support articles and guides.

Required profile

• Minimum 4 years experience in a customer‑facing role, preferably technical support for a SaaS or software product.
• Proven experience supporting B2B or enterprise customers.
• Strong problem‑solving and troubleshooting abilities with a logical approach.
• Excellent communication skills, able to explain complex technical topics in simple terms.
• Quick learner of new software and systems, empathetic and proactive.

Required skills