CS Support

About AI Rudder

AI Rudder is a conversational AI company on a mission to transform how businesses communicate with their customers — across voice and digital channels that feel genuinely human.

Founded in 2019 and headquartered in Singapore, we're building technologies that bridge languages, enhance understanding, and enable meaningful human–machine communication at scale.

Today, we serve 500+ enterprise clients globally processing 50 million calls daily and having delivered more than 8 billion calls to date.

Most recently, we have raised $50M in a Series B fundraising from leading global investors including Tiger Global, Peak XV Partners, and Cathay Innovation.

How We Work:

AI-first: AI isn't a tool we reach for. It's the default we start from. Every team, every workflow: AI-first.

Global Collaboration: We operate globally and work as one team. Distance is a logistics problem, not a cultural one. We build the habits that make distributed teams actually work

Communication Principle: Simple, Trust, Transparent. We remove unnecessary complexity so people can focus on what matters most.

What We Offer

Learning & Development: Continuous learning through real projects, knowledge sharing session, mentorship, and cross-functional collaboration.

Performance Recognition: Regular performance reviews, feedback, and opportunities for career progression.

Global Exposure: Collaborate with international teams, global rotations, and work with global enterprise customers.

Meaningful Impact: Build AI solutions that create real value for businesses around the world.

Ownership & Autonomy: Freedom to take initiative and drive outcomes.

Team Engagement: Team Building, Local & Global Gatherings & Local Events Celebration

AI Rudder is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants.

Office Location: Level 7, Vertical Corporate Tower B. Avenue 10, The Vertical. No. 8. Jalan Kerinchi, Bangsar South City 59200 Kuala Lumpur, Malaysia

Work arrangement: On-Site

Responsibilities:

The Customer Success Specialist will act as a pivotal bridge between our technical teams and our clients. This role is responsible for ensuring the seamless execution of daily Customer Success activities, ranging from initial Proof of Concept (POC) stages to post-deployment support. The ideal candidate will possess a blend of technical aptitude for L1 troubleshooting and the professional communication skills required for client-facing engagements when called-upon.

Key responsibilities:

- L1 Troubleshooting: Serve as the primary point of contact for technical inquiries, diagnosing issues related to AI agent's system, performance, dialogue flows, and integrations.

- Ticket Management: Monitor the customer support queue, ensuring all inquiries are addressed within established Service Level Agreements (SLAs).

- Escalation Coordination: Effectively document and escalate complex technical bottlenecks to the relevant teams, providing clear context to accelerate resolution.

- Account Setup: Execute the initial technical onboarding by configuring client accounts within our platform, including user permissions, workspace hierarchy, and security settings.

- Deployment Lifecycle: Support the end-to-end implementation process, including System Integration Testing (SIT) and User Acceptance Testing (UAT).

- Go-Live Support: Provide hands-on assistance during the Go-Live switch-over phase to ensure system stability and immediate resolution of any production launch incidents.

- POC Management: Assist in the setup and monitoring of Proof of Concept (POC) projects, ensuring the solution meets the client's predefined success criteria.

- Operational Support: Assist the Customer Success Manager (CSM) prepare for business reviews by gathering performance data and usage analytics.

- Documentation: Maintain comprehensive client records, including technical configurations, deployment schedules, and troubleshooting guides.

Qualifications:

- Experience: 2+ years of experience in Customer Success, Technical Account Management, or L1/L2 Technical Support within a SaaS, Contact Center, AI solution or related environments.

- Technical Proficiency: Familiarity with SFTP, data exchange, API integrations, task synchronization, and basic log analysis. Experience with AI, LLM, SIP or other telecommunications protocols is highly advantageous.

- Project Management: Understanding of the software development lifecycle (SDLC) and standard project deployment phases.

- Communication: Exceptional written and verbal communication skills, with the ability to translate technical concepts for non-technical stakeholders.

- Education: Bachelor's degree in Information Technology, Computer Science, or a related field.