Thoth AI Hiring! Full Time Global Customer Support Specialist in Federal Territory - Ricebowl

Job Title: Global Customer Support Specialist (World-Leading AI Platform)

Location: Eco City, Kuala Lumpur, Malaysia (On-site)

Employment Type: Full-time

About the Role: Are you ready to shape the user experience for a world-class AI platform? Similar to industry leaders like Claude and ChatGPT, one of Thoth’s customers is rapidly expanding its global footprint to serve overseas users. We are building our founding global support team in Malaysia and are actively hiring specialists across multiple languages, including English, Russian, Spanish, Arabic, Portuguese, and French.

Depending on your language expertise, the requirements and working models differ:

1. English Customer Support Specialist

• Support Channels: Omni-channel support handling App live chat, ticketing, and inbound phone calls.
• Experience Required: Proven experience in phone-based customer support is a must. Candidates with prior experience handling customer payment issues, billing inquiries, or payment-related support will be given strong preference.
• Working Hours: This role operates on a 7x24 model requiring a three-shift rotation, including weekends and public holidays.

2. Multi-Language Support Specialists (Russian, Spanish, Arabic, Portuguese, French)

• Support Channels: 100% text-based support (App chat, emails, and tickets) — no phone support is required.
• Working Hours: You will need to cover the "local golden hours" (afternoon and evening peak times) of the users in your specific language region. Candidates must be willing to accept shift work, which will involve specific time windows (including late-night or early-morning shifts in Malaysia Time).
• Language Skills: Native or near-native written proficiency in your target language, plus fluent English for internal communication and training.

General Responsibilities (All Roles):

• Deliver prompt, accurate, and empathetic solutions, maintaining strict First Response Time (FRT) and high Customer Satisfaction (CSAT) scores.
• Follow established escalation protocols for severe issues (e.g., payment anomalies or data incidents).
• Strictly adhere to international data compliance requirements.

What We Offer:

• The opportunity to work on a cutting-edge, globally recognized AI product.
• A dynamic, highly controlled, and professional office environment based in Eco City, Kuala Lumpur, Malaysia.
• Comprehensive onboarding, clear standard operating procedures, and on-shift Team Lead support.
• A highly competitive compensation package commensurate with your proven experience.