Customer Success Specialist

About the position

HelloGov AI is an innovative Miami-based startup revolutionizing how individuals interact with government services. Through advanced AI and cutting-edge technology, we simplify applications for passports, travel visas, vehicle registrations, and immigration, creating a smoother, more accessible experience. We’re a growing team dedicated to providing exceptional service while driving innovation. Join us to be part of a fast-paced, collaborative environment where your contributions will make a meaningful impact. As a Customer Success Specialist, you will handle customer cases that require live support, stepping in when advanced assistance is needed. Stepping in when our AI needs a human touch, you’ll handle escalated customer cases with empathy, creativity, and professionalism—all while helping shape the future of AI-powered customer experiences.

Responsibilities

• Provide live support via Zoom to resolve escalated issues and guide customers through their document processing steps and requirements.
• Clearly and professionally explain solutions, updates, and next steps to customers during live interactions.
• Address and resolve escalated concerns with attention to detail and a focus on customer satisfaction.
• Work closely with internal teams to ensure accurate resolutions and contribute feedback to improve processes.
• Act as a representative of HelloGov AI’s commitment to excellent service, ensuring customers feel valued and supported.

Requirements

• Proficiency in English with excellent verbal and written communication skills.
• Comfort and professionalism conducting live Zoom sessions throughout the day.
• Strong problem-solving skills and the ability to handle challenging situations effectively.
• Previous experience in customer service or support roles is highly desirable.
• Tech-savviness and familiarity with CRM systems or customer support tools.

Nice-to-haves

• Bachelor’s degree preferred but not required.
• Ability to work in a fast-paced, dynamic environment with a focus on customer success.

Benefits

• Paid Time Off (PTO) and federal holidays.
• Opportunities for professional growth in a fast-paced startup environment.
• Equinox Membership
• Healthcare Coverage