Customer Support Specialist (Full Remote - Philippines)

Our Vision & Products EverAI — Building the Future of AI Companionship One of the Top 15 Largest & Fastest-Growing AI Companies in the World 50 Million Users in 2 years — Help Us Reach 100M first, 500M next At EverAI , we’re shaping what it means to connect with AI. With 50 million users and counting , we're not just building products — we're creating entirely new categories. Our flagship product is the world’s largest AI companionship platform , redefining relationships for millions. It is governed by our proprietary moderation system, EverGuard — an internal AI designed to ensure everything we build is safe, ethical, and human-first . And we’re only just getting started! Our Team We are an enthusiastic, passionate and hardworking team of ≈ 100 people. Our founding team has strong entrepreneurial experience building and scaling web products from 0 to IPO. Alexis Soulopoulos [CEO] • 10+ years in Tech Executive Leadership • Co-Founder Mad Paws Holdings (from 0 to IPO) • Forbes 30 under 30 + Deloitte TechFast50 ’22 & ‘23 Michael Monin [Co-founder & CTO] • 10+ years as CTO / COO (web2/web3), 3 years in AI/LLM • Serial-entrepreneur: MTK Digital (exited / 0->$20m revenue) and Zipchat (AI Chatbot for E-commerce brands) Thomas Lacroix [Co-founder & CMO] • 8+ years in Customer Acquisition & E-commerce Growth • Serial-entrepreneur: Curatible (sold to Blackstone) and MTK Digital (exited / 0->$20m revenue) Maruša Fasano [CFO/Legal] • 25+ years in Finance, Strategy, M&A • Ex-CFO/M&A @Curatible (exited to Blackstone) • Ex-President of the Board @SotremoSA (exited) • Co-founder/CFO @SoftOne (exited) Your Role As a Customer Support Specialist, you will be the first point of contact for our customers, ensuring they have an exceptional experience with EverAI. You will help onboard, support, and build strong relationships with customers, assisting them with inquiries, resolving issues, and advocating for their needs. Your role is crucial in driving customer satisfaction, retention, and business growth. Key Responsibilities Customer support Respond to customer inquiries by email and through other channels as we grow, and resolve them on first contact wherever possible Troubleshoot product issues and explain features clearly, with answers tailored to each customer Handle billing and subscription questions, including refunds, in line with company policy Escalate technical issues to the right team with clear details, so customers don’t have to repeat themselves Quality and customer experience Write replies that show empathy and address the customer’s actual question, not a generic template Aim to meet our targets for CSAT, response time, and resolution within 24 hours Take part in regular QA reviews and coaching, and apply the feedback to your work Insight and improvement Spot recurring issues in the tickets you handle and share customer feedback with the team and product Suggest topics for the Help Center, so customers can find answers on their own Keep learning about the product and build your customer success skills over time Schedule Work an assigned shift, with coverage across all seven days of the week and set rest days. Your shift may change as the company grows. Your Qualifications Hard Skills Prior experience in customer support, community management, or a similar role Ability to provide effective troubleshooting and problem resolution Familiarity with Discord, email-based support systems, and ticketing tools (e.g., Zendesk, Intercom, etc.) Soft Skills Strong communication & collaborative skills (perfectly fluent in English) Goal-oriented, ownership and commitment ⚡️ Doer mindset - we are moving fast and need people who can balance execution, planning, and strategy Humble - willing to learn, open to feedback #NSFW - Comfortable providing support for products based on unc