Customer Support Representative

About the Role Aquaria Technologies builds atmospheric water generation systems that create clean drinking water from air. As our Customer Support Representative, you will be the first voice our customers hear when they need help — managing inbound support calls, live chat through Intercom, and everything in between. This is not a passive queue-management role. You will own the full customer experience from first contact to resolution: triaging issues, gathering context, creating tickets for our technical team, and continuously improving our AI chatbot so it handles more on its own over time. What You'll Do Customer Triage & Communication •Answer inbound customer support calls as the primary point of contact; sales calls are routed to main sales support team, with you as backup •Monitor all Intercom inboxes (customer service and sales channels) and respond to conversations our AI chatbot cannot handle •Determine whether an inquiry is a quick answer, a technical escalation, a sales handoff, or a chatbot improvement opportunity •Collect the right context upfront — product model, installation date, usage scenario — without making customers repeat themselves •Send proactive follow-up messages when customers go quiet after an automated response •Use Intercom shortcuts, macros, and co-pilot features to keep response times tight Ticketing & Escalation •Create clear, actionable tickets in Intercom and assign them to the appropriate team member for technical issues •Write concise escalation summaries: problem statement, steps already taken, and context needed to resolve •Document customer-specific workarounds so they're reusable across the team CRM & Contact Management •Update customer contact records in Intercom when customers share their name, email, or company details •Identify and merge duplicate contact profiles to keep the CRM clean •Maintain accurate contact history to support future support interactions and sales handoffs AI Chatbot Improvement •Review our chatbot's responses for accuracy, tone, and gaps; flag recurring failures •Draft and test snippet improvements to our chatbot's knowledge base •Propose new snippets for questions our chatbot can't yet answer but should •Document patterns: common questions, troubleshooting scenarios, and resolutions •Build internal playbooks for recurring support scenarios What We're Looking For Required •Experience in a customer-facing support or service role (phone and/or chat) •Strong written and verbal communication — clear, warm, and professional •Comfortable working in fast-moving environments with ambiguous situations •Ability to gather and organize information quickly and accurately •Tech-savvy — you pick up new software without hand-holding Preferred •Experience with Intercom or a similar CRM/support platform •Familiarity with AI chatbot tools and a curiosity about improving them •Experience writing knowledge base content or internal documentation Logistics - Location: Remote. Must be available US Central business hours. - Engagement: Contract or part-time to start. Immediate need — we want someone operational within the week. - Compensation: Competitive hourly rate aligned to experience. - Start: ASAP.