AI Support Specialist
About the role
AI Support Specialist role focused on frontline customer support with AI-assisted tooling, owning the AI-driven support system, triaging issues, and driving product improvements in collaboration with CTO and engineering. In-person, NYC-based with high ownership and potential to evolve into product ownership by shipping small fixes using AI tools.
Responsibilities
- Be the first point of contact for customer questions, responding quickly, clearly, and accurately.
- Work alongside our AI support agents, reviewing and verifying AI-drafted replies for accuracy and tone before they go out.
- Triage and route incoming issues, spotting urgent payroll-blocking problems and getting them to the right person fast.
- Own queue health: make sure nothing falls through the cracks and every issue is resolved or escalated by the end of the day.
- Turn resolved questions into help articles and training content so customers can help themselves.
- Partner with product and engineering to surface recurring issues and push for real fixes, not band-aids.
- As you ramp, take ownership of our AI support agents and skill library: tuning them, expanding their coverage, and raising answer quality.
- Use AI coding tools to make real changes to the product, shipping small fixes and improvements that remove customer pain at the source, with support from engineering.
Qualifications
- 0–2 years of experience, or a recent graduate excited to start a high-ownership role.
- Clear, warm writing style with calm under pressure.
- Genuine excitement about AI and hands-on use of AI tools.
- Desire to build and get closer to the product over time, using AI to make changes.
- Highly organized and detail-oriented; payroll accuracy matters.
- Willingness to take ownership and communicate proactively; comfortable with ambiguity.
- Curiosity about construction; willingness to learn the industry.
- NYC-based or willing to relocate quickly.
Skills
About Trayd
A construction payroll platform designed for same-day pay.
Trayd is a B2B construction payroll platform and back office management system designed for same-day pay. We allow the 7M construction workers in the US to get access to their earned wages 7-10 days sooner than legacy payroll providers. With a unique spin on traditional payroll, Trayd is on a mission to create back office efficiencies for commercial subcontractors while simultaneously addressing the significant labor shortage affecting the $2.1TR North American construction industry. Trayd is bigger than construction payroll. It's the promise that the hardest working people get access to their money, as and when they need it, creating greater financial wellness across the board. Not only that, we are pioneering digital cash access for a demographic traditionally overlooked while simultaneously modernizing operations in an industry that has been slow to adapt. The challenges and opportunities with Trayd are abundant, promising an engaging journey ahead.
More open roles at Trayd
- Senior Software Engineer1mo agoNew York, NY · Engineering
- Implementations Analyst7mo agoNew York, NY · Operations
- Senior Implementations Analyst, Enterprise7mo agoHybrid (SoHo, Manhattan) · Operations