This is a remote position. As our Product Support & AI Operations Assistant, you'll be the first point of contact for users of our new AI-powered application, helping them get set up, resolving issues, and keeping our internal workflows running smoothly. This is a hands-on role. You'll work across our support queue, monitor our automation pipeline, and flag anything that breaks or slips through the cracks. You'll be the connective tissue between our users and our tech. Key Responsibilities Customer Support Respond to inbound support tickets, messages, and queries from tradies via email and SMS Help new users get onboarded — walking them through form submission, quote generation, and payment flows. Troubleshoot common issues with quote delivery, Stripe payments, and document generation Maintain a friendly, no-jargon tone. Operations & Workflow Monitoring Monitor the end-to-end workflow, f lag failed automations, stuck job records, or missing files in Airtable. Escalate technical issues to the dev/ops team with clear, documented context. Keep job statuses updated and accurate in Airtable. Admin & Process Support Assist estimators with reviewing and chasing outstanding quotes. Follow up with customers on pending approvals and deposit payments via Stripe. Maintain support documentation, FAQs, and canned responses as the product evolves. Log recurring issues and user feedback to inform product improvements. Requirements 3-5 years' experience in a customer support, admin, or operations role. Experience supporting an AI-powered application or product, understanding how AI outputs are generated, reviewed, and delivered. Comfortable working across multiple digital tools simultaneously. Strong written communication — clear, warm, and concise. Ability to follow and monitor structured workflows without hand-holding. High attention to detail, especially around job status tracking and follow-ups. Preferred Familiarity with Airtable, Make.com, or similar no-code/automation tools. Hands-on experience with OpenAI API outputs or AI-generated content workflows. Experience supporting a SaaS, app, or digital product. Understanding of trade or construction industries (a bonus, not a must). Experience with Stripe or payment-related customer queries. Benefits Remote & flexible working: Work from anywhere in Australia on a schedule that suits you. Competitive compensation: Paid fairly for your time and expertise from day one. Upskilling in AI tools: H ands-on experience with real AI-powered workflows and emerging tech.
