Senior Customer Support Specialist

2 days ago

Nzalae Nzawa locations Kitui County, Kenya Palta Full time $40,000 - $80,000 per year

Lovi
is an all-in-one AI cosmetologist that helps people better understand their skin, select personalized skincare programs, and achieve visible results. Our mission is to become the global standard in digital skincare and help millions of people discover their ideal skincare routine.

About The Role
We're looking for a Senior Customer Support Specialist with experience in consumer digital products and a strong understanding of AI-assisted support workflows. Alongside providing thoughtful, high-quality support to our users, you'll help build scalable processes, refine our support AI assistant, and enhance the overall support experience

What You'll Do

  • Handle complex or sensitive user cases (payments, refunds, access issues) with clarity and ownership.
  • Analyze ticket patterns, identify root causes, and propose process or product improvements.
  • Build and maintain internal knowledge bases and automated replies to reduce manual workload.
  • Improve our AI support bot: write prompts, build flows, and evaluate classification quality.
  • Monitor key support metrics (response times, reopen rate, containment, CSAT) and drive improvements.
  • Collaborate with Product, Growth, and Engineering teams to fix recurring issues and optimize flows.
  • Create clear bug reports, reproduce issues, and work with Product/Engineering on resolutions.

What We Expect

  • 3+ years in customer support for consumer digital products.
  • Experience with helpdesk platforms (Zendesk/Intercom) and basic familiarity with analytics tools.
  • Experience working with AI-powered support tools.
  • Readiness to work independently, prioritize, and maintain calm in high-volume or escalated situations.
  • Excellent written communication in English (B2+).
  • Bonus: experience in beauty/wellness, payments and subscription flows, basic SQL.
  • And a big plus: if you know Python – or want to learn it – you'll be able to interact with our bot tools, and move fast without depending on our engineering bandwidth.

Why you'll love working with us

  • Direct impact: your improvements lead to fewer tickets, faster resolutions, and happier users.
  • Remote flexibility and adaptable working hours.
  • 21 days of vacation, flexible PTO.
  • A close-knit, supportive team where your input makes a difference.
  • A product we use ourselves – and yes, our skin gets compliments because of it

Palta is a health & well-being technology company. We're guided by real passion and curiosity to transform bright ideas into worldwide products while delivering real results.

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