AI Customer Support Specialist
Step · Remote · San Francisco, United States · 8h ago
About Step
Step's mission is to improve the financial future of the next generation. Millions of people use our banking and borrowing products to manage, build, and grow their money. Now that we're part of Beast Industries – the company behind MrBeast – we're poised for a new phase of growth to deliver financial literacy and tools at massive scale.
About the Role
We’re looking for an AI Customer Support Specialist.
You are someone who blends a deep understanding of customer support with a curiosity for how systems and AI tools can streamline operations.
You don’t need to be a developer, but you should feel energized by the idea of connecting platforms, crafting prompts, and automating repetitive workflows. If you're driven by improving customer experience and love figuring out how things work under the hood, this role is for you.
Key Responsibilities
- Analyze support workflows to identify pain points and automation opportunities
- Design and maintain scalable automations that improve efficiency and customer satisfaction
- Experiment with and optimize AI prompts for real-world support use cases
- Monitor, troubleshoot, and iterate on workflow logic, APIs, and system integrations
- Collaborate cross-functionally with Engineering (for integrations), Product (for tooling), and Operations (for process changes)
- Drive adoption of automation solutions across the support organization
- Own and execute on a clear automation roadmap with measurable impact
What We're Looking For
- 5–7+ years of hands-on experience in customer support, technical support, or automation operations
Customer-Centric + Process-Minded
- Deep understanding of customer service dynamics and support tooling
- Ability to break down complex workflows into clear, logical steps
- A mindset that prioritizes customer outcomes, not just ticket volume
- Detail-oriented and constantly refining systems based on real-world feedback
Technically Curious
- Experience crafting, testing, and refining AI prompts (prompt engineering)
- Familiarity with how data flows between systems and APIs
- Able to parse JSON, investigate workflow logs, and spot API failures
- Understands how systems like ticketing platforms, webhooks, and automations connect
Project Leadership
- Comfortable driving cross-functional initiatives and removing roadblocks
- Able to influence and report up to leadership on progress and ROI
- Manages competing priorities and stakeholders with clarity and ownership
What Success Looks Like
You’ll thrive in this role if you:
- Think "this could be automated" when you see a repeated task
- Balance customer empathy with a love of systems thinking and tooling
- Translate technical concepts for non-technical colleagues
- Learn quickly, experiment fearlessly, and push ideas forward
- Ship improvements regularly, not just strive for perfection
Who You Might Be Today
We’re especially excited about candidates from roles like:
- Support Operations Managers who’ve led tool rollouts or automation efforts
- Technical Support Engineers who’ve optimized their own workflows
- Implementation Consultants from SaaS companies
- Support-focused Business Analysts with an eye for data and improvement
- Solutions Engineers working alongside support or success teams
- Zendesk/Intercom/Salesforce Admins who’ve built internal tooling and workflows
Unexpected but Excellent Backgrounds
- QA Engineers who’ve worked closely with support or product
- Revenue or Product Ops folks from B2B SaaS with automation chops
- Customer Success Managers who are “the technical one” on the team
How we're different
We stand for the side hustlers, the creators, the freelancers, and the investors — people who are not afraid to take on challenges, especially when it comes to their finances. Step is focused on disrupting the banking industry by delivering a differentiated, mobile-first consumer experience, and we operate like the customers we serve: customer obsessed, acting as owners, moving with urgency, and breaking the norm.
Step is a wholly owned subsidiary of Beast Industries, the media and entertainment company founded by Jimmy Donaldson (MrBeast), the most-watched person in the world. Beast Industries spans digital media, consumer products, philanthropy, and new ventures, with an audience reach no consumer company has ever had — and Step is tasked with turning that reach into financial literacy and tools for the next generation at massive scale. With Beast's distribution and brand behind it, Step is positioned to scale significantly over the next 12 months, and joining now means helping shape that trajectory from the inside.
Come work with us!
Step is a remote-first company building banking for the next generation. We offer competitive compensation and stock options, generous medical, dental, vision, and company-paid life insurance, a 401k plan with Safe Harbor company matching, a flexible vacation policy and paid company holidays, 12 weeks paid parental leave with flexible return to work, and a company-provided technology package. If you're looking to join a fast-growing company with a strong mission and vision that puts people first, we want to meet you!
Step is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by applicable federal, state, or local law.
Step is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the application and interview process. If you need an accommodation, please let us know at people@step.com and we'll work with you to provide appropriate support.