Customer Support Specialist

Location: Remote (US Candidate Only)

Job Type: FTE

About Us:
Venice is the world’s leading consumer AI company built on principles of privacy, free speech, and user sovereignty.

We’re building the Port City of AI, in which millions of individuals, third party apps, and AI agents gather, interact, and access sophisticated AI resources.

At Venice AI, we’re building the next generation of AI-powered tools that help people and organizations think, create, and operate at scale. Our mission is to make artificial intelligence approachable and useful in everyday work—bridging the gap between cutting-edge research and practical, real-world impact.

We’re a fast-moving startup where every team member is expected to make a clear impact. Our culture is rooted in curiosity, ownership, ethical principle, philosophy, and collaboration—whether we’re designing better AI workflows, supporting our growing community, or shaping the future of human-AI interaction.

Joining Venice AI means joining a team of unorthodox builders who believe in moving quickly, delivering a beautiful and highly useful consumer product, and maintaining an edge in the rapidly evolving world of agentic machine intelligence. If you’re energized by big ideas, entrepreneurial spirit, individual empowerment, and the opportunity to help shape a company from the ground up, you’ll feel right at home here.

Why we are hiring:

As Venice continues to grow, so does the volume and complexity of user support. We are hiring a Support Specialist to help scale our ability to assist users quickly and thoughtfully. This role will ensure users receive timely help with product questions, billing issues, and technical troubleshooting while also helping the company identify patterns in feedback that can improve the product and overall user experience.

The ideal candidate will not only help resolve day-to-day support requests but will also contribute to improving support processes, identifying recurring issues, and collaborating with internal teams to ensure a seamless user experience as the platform evolves.

What you’ll do:

• Respond to and resolve user support requests across email and support channels (Zendesk), including product questions, troubleshooting, and account issues
• Assist users with billing, payments, and subscription changes through Stripe
• Investigate, reproduce, and document product bugs and work closely with engineering to resolve them
• Test new features and AI models prior to release and provide feedback to the product team
• Identify patterns in user questions, cancellations, and feedback to help improve the product and user experience
• Leverage AI tools to improve ticket resolution speed, identify trends, and streamline support workflows
• Help build and improve internal support processes, documentation, and knowledge resources
• Act as the voice of the user by surfacing insights and feedback to the team

Who you are:

• Comfortable working in a fast-paced environment and flexible schedules when needed (this role will require time out of the traditional M-F / 9-5pm)
• Experience in a customer-facing or user support role
• Strong written communication skills and the ability to explain complex topics clearly
• Comfortable troubleshooting product or technical issues and documenting findings
• Experience working with support tools such as Zendesk, Stripe, or similar platforms (preferred but not required)
• Strong problem-solving mindset with a desire to improve processes rather than work around them
• Curiosity about AI tools, automation, and emerging technologies
• Ability to identify patterns in user feedback and communicate insights to internal teams
• Web3 Experience is a plus

Venice.ai is an Equal Employment Opportunity employer and welcomes all qualified applicants. All qualified applicants will be considered for employment without regard to race, sex, color, religion, national origin, age, disability, protected veteran status, genetic data, sexual orientation, gender identity or expression, marital status, or other legally protected status under applicable federal, state, or local law.