Customer Support Specialist

Outlink AI is looking for a Customer Support Specialist to be the front line for customers using our automated link-building platform. This role owns day-to-day customer conversations - answering questions, troubleshooting issues, and helping customers get the most out of the product - while working closely with product and engineering to flag recurring problems.

What you'll do

• Respond to customer inquiries via email, chat, and/or help desk tools in a timely, friendly, and accurate manner
• Troubleshoot account, billing, and product issues, escalating complex technical problems to the appropriate team
• Guide customers through onboarding and help them understand how to configure and use the platform effectively
• Maintain clear, organized records of customer interactions and common issues in a CRM or ticketing system
• Identify patterns in customer feedback and relay actionable insights to product and engineering teams
• Contribute to and help maintain help center articles, FAQs, and other self-serve support content

What we're looking for

• 1+ years of experience in a customer support, customer success, or client-facing role
• Excellent written and verbal communication skills, with a clear and empathetic tone
• Strong problem-solving skills and the ability to stay calm and organized under pressure
• Comfort learning and explaining technical or software-based products to non-technical users
• Experience with helpdesk or CRM tools (e.g., Zendesk, Intercom, Freshdesk, or similar)
• Reliable, self-directed work style with strong attention to detail

Nice to have

• Experience supporting customers of a SaaS or B2B software product
• Familiarity with SEO, marketing, or outreach tools and terminology
• Experience contributing to help center or knowledge base content