Guesty is seeking outstanding CX professionals who love helping customers while shaping the future of AI-assisted support. In this hybrid role, you’ll continue to deliver exceptional service to enterprise clients while also ensuring that our AI responds accurately and building the knowledge base it relies on.

You’ll remain the primary voice of the customer, guiding interactions and resolving issues, but with an exciting added layer: helping our AI learn from real conversations so it can better support customers in the future. If you enjoy solving problems, communicating clearly, and working in a fast-paced environment, this role is for you.

• Deliver outstanding customer service via chat, ticket, and occasional phone support
• Troubleshoot complex technical issues efficiently
• Guide users through product features clearly and patiently
• Manage high-volume ticket queues, prioritizing based on urgency and SLAs
• Contribute to and maintain a comprehensive knowledge base
• Collaborate with technical teams to ensure customer satisfaction
• Adapt quickly to changing priorities and product updates
• Identify and communicate recurring customer patterns to improve products and processes
• Act as a customer advocate—ensuring their voices are heard and needs met
• Verify AI-generated responses to ensure they are accurate and high-quality
• Correct AI responses when they are inaccurate or incomplete, using real interactions as reference
• Help build and refine the AI knowledge base/library so it becomes smarter over time

• 4+ years in a customer-facing role, preferably in software support or CX
• Experience supporting B2B or Enterprise customers
• Exceptional problem-solving and troubleshooting skills
• Ability to thrive in a fast-paced, high-growth environment
• Excellent verbal and written communication—able to explain complex issues clearly
• Strong technical aptitude; quick to learn new software and systems
• Interest in AI tools and workflows, with curiosity and attention to detail for verifying AI outputs
• Customer-first mentality—empathetic, proactive, and willing to go the extra mile
• Self-starter with a passion for continuous learning
• Flexibility to work shifting schedules, including night shifts