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Salary: USD 70,000 - 80,000 / annual
Slang AI is building conversational AI for the restaurant industry, transforming voice-based customer interactions into seamless, human-like experiences. This Product Support Specialist II role is the first line of contact for restaurant operators facing critical issues—from phones-down emergencies and API integration problems to feature requests and guest experience reviews.
You will triage and resolve a wide variety of support tickets daily, learning to distinguish between issues you can resolve with known workarounds, expected product limitations requiring patient communication, and genuine bugs that need clear documentation for the Engineering team. You'll act as connective tissue between customers and the broader organization (Sales, CX, Ops, Finance, Engineering), often being the first to spot patterns worth flagging and ensuring they don't get lost in translation.
Key responsibilities include:
- Resolving routine tickets independently (cancellations, troubleshooting, login issues, AI behavior questions)
- Triaging complex issues to determine root cause and appropriate escalation path
- Documenting bugs clearly for Engineering without requiring back-and-forth clarification
- Managing competing priorities while maintaining service-level expectations
- Proactively identifying gaps between customer needs and documentation
- Communicating with exceptional clarity across email, tickets, phone, and Slack
- Building trust with customers through warm, responsive partnership
You'll work with tools including Pylon, Linear, Slack, Looker, Cekura, Canny, and Claude. The role is remote-first with occasional trips to headquarters. You must be available for some evening and weekend shifts.
Success looks like independently resolving routine tickets within 60 days, distinguishing user error from real bugs before escalating, managing competing priorities with good judgment, delivering clean bug escalations, earning strong CSAT scores, and spotting documentation gaps that improve the customer experience.
REQUIREMENTS:
The posting emphasizes underlying competencies over specific background titles. Candidates may come from customer-facing roles (support, success, service) or data-facing roles (analyst, ops). Key attributes include:
- Pattern recognition: spotting small issues before they become large problems
- Exceptional communication across all mediums
- High emotional intelligence and proactive follow-up
- Comfort quarterbacking complex, multi-party customer scenarios with real stakes
- Ownership mindset and self-starter orientation
- Ability to pick up existing systems and run them well rather than needing to invent approaches from scratch
- Genuine partnership approach to customers, not gatekeeping
- Willingness to work evenings and weekends as required
