Product Support Specialist II

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $70k - $80k / year

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Slang AI

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2019

🤖 Artificial Intelligence

🏨 Hospitality

☁️ SaaS

Artificial Intelligence • Hospitality • SaaS

Slang AI is a voice AI platform and phone answering solution purpose-built for restaurants. It answers inbound calls 24/7, manages reservations, provides guest-facing information (hours, directions, promos, allergies), routes VIPs, sends smart alerts to staff, and integrates with reservation systems like OpenTable, SevenRooms, Tripleseat and Yelp to deliver seamless, automated concierge services. The product emphasizes boosting revenue (up to 50% more phone covers), saving staff time (up to 200+ hours/month), high guest satisfaction (~96% CSAT), rapid setup (≈30 minutes), voice customization, analytics, and handoff to humans when needed.

📋 Description

• Serve as the first line of contact for restaurant operators by phone and written channels • Triage phones-down emergencies, reservation-platform API issues, feature requests, and guest-experience concerns • Resolve issues using known workarounds or clear explanations when possible • Communicate professionally about expected product limitations • Document real bugs clearly for Product Engineering and keep customers informed during fixes • Route and translate product issues raised by Sales, CX, Ops, Finance, and other teams into actionable engineering work • Identify recurring issue patterns and ensure they become engineering tickets • Manage complex customer scenarios involving multiple internal parties • Resolve routine cancellations, phones-down troubleshooting, login issues, and AI behavior questions independently • Prioritize urgent issues according to service-level and performance expectations • Produce clear bug escalations that Engineering can act on without back-and-forth • Identify documentation gaps and help close them • Provide warm, clear customer communication, especially under pressure

🎯 Requirements

• 1–4 years of experience in a customer-facing role such as support, success, service, or similar • Ideally some exposure to a technical or software product • Genuine interest in the technical side of the product • Methodical troubleshooting approach • Comfort using data, reviewing logs, and pulling trends • Clear, warm writing and ability to explain fixes to non-technical restaurant owners • Genuine, active use of AI tools in daily work • Ability to ask questions before advocating and give credit to better ideas • Composure under ticket volume and during incidents • Ability to work some evenings and weekends • Experience with similar ticketing, analytics, or support tooling is a plus; no prior experience with Pylon, Linear, Slack, Looker, Cekura, Canny, or Claude required

🏖️ Benefits

• Equity included in offer package • Senior-level support throughout the role • Remote-first work arrangement • Occasional trips to HQ • Flexible evening and weekend scheduling implied by remote role requirements