Customer Support and QA Specialist

Humalogue develops AI voice agents that manage live campaigns for call centers, handling real calls every shift where timely responses are critical. As we establish our first dedicated support team, we are seeking sharp, responsive individuals who thrive on solving problems in real time and enjoy working in a dynamic environment.

Key Responsibilities
- Act as the first responder to client messages via WhatsApp and our ticketing system, ensuring replies within one minute.
- Diagnose issues promptly, prioritize them appropriately, and resolve known problems by following the established runbook.
- Escalate technical issues to engineering and AI teams with clear, comprehensive details to facilitate swift resolution.
- Monitor live AI bots during campaigns, tracking metrics such as call volume, transfers, call drops, and dialer errors.
- Review quality assurance alerts and listen to flagged call recordings to maintain service standards.
- Prepare and send daily performance summaries to clients, keeping them informed of campaign status.
- Document every new issue encountered and its resolution to improve team efficiency and knowledge over time.

Required Qualifications
- Between 1 to 3 years of experience in customer support, technical support, or call center operations.
- Excellent written and spoken English communication skills.
- Ability to remain calm under pressure and respond quickly to urgent situations.
- Comfortable working with technology; experience with VICIdial, dialers, or VoIP systems is highly advantageous.
- Strong organizational skills, attention to detail, and reliability in logging issues and following up.
- Flexibility to work night shifts aligned with US hours or day shifts as required.

Preferred Qualifications and Benefits
- Opportunity to play a core role in a fast-growing AI company at the forefront of voice technology.
- Hands-on exposure to cutting-edge AI voice technology and US call center operations.
- Clear career growth path into quality assurance, operations, or client success roles.
- Competitive salary complemented by performance-based bonuses.

This role offers a unique chance to contribute directly to the success of AI-driven call center campaigns while developing valuable skills in a fast-paced, innovative environment.