Customer Support Specialist - Remote

<h3><strong>About Replika</strong></h3><p>Replika is an AI companion loved by 35M+ users worldwide. We're redefining what it means to connect with technology - emotionally, intelligently, and personally. From mobile to VR, we're building an experience that feels less like software and more like someone who gets you. Our team is mission-first, future-facing, and here to create something wonderful. We value agency, room for magic, and a relentless pursuit of good.</p><h3><strong>About the Role</strong></h3><p>As a <strong>Customer Support Specialist</strong>, you’ll be the empathetic, thoughtful voice behind Replika — the person users turn to when they need help, clarity, or just a bit of reassurance. You’ll be supporting a fast-growing global community, with around <strong>150 user inquiries per day</strong>, so being able to <strong>respond efficiently without losing the human touch</strong> is key.<br></p><h3><strong>What You’ll Do</strong></h3><ul><li>Respond to users via <strong>email</strong>, <strong>Discord</strong>, and <strong>Reddit</strong>, providing thoughtful and timely support.</li><li>Troubleshoot issues, resolve user concerns, and escalate technical problems when necessary.</li><li>Collaborate with the team to identify trends in feedback and propose creative solutions for improving user satisfaction.</li><li>Develop and maintain a deep understanding of Replika’s AI products to effectively assist users.</li></ul><h3><strong>What You’ll Need to Succeed</strong></h3><ul><li><strong>2+ years</strong> of experience in customer support (ideally in <strong>tech, SaaS, or app-based</strong> environments).</li><li><strong>Excellent written English (C1+)</strong> — you can express empathy clearly and professionally.</li><li>Calm and solutions-oriented, even when handling multiple conversations or frustrated users.</li><li>Detail-oriented, well-organized, and reliable with follow-through.</li><li>Excited about AI, technology, and helping people feel supported through digital experiences.</li></ul><h3><strong>Bonus if you have:</strong></h3><ul><li>Experience with <strong>Zendesk</strong> or similar ticketing tools.</li><li>Personal interest in mental health, emotional well-being, or digital communities.</li></ul><h3><strong>What You’ll Get</strong></h3><ul><li>Competitive compensation</li><li>A chance to build a product that actually matters to millions of people</li><li>Freedom to work remotely with a globally distributed team</li><li>Offsites in different countries with people who actually like each other</li><li>A trustworthy, high-responsibility environment where your ideas really matter</li></ul>

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