Customer Support Specialist – Remote - job 1 of 2

About Replika

Replika is an AI companion loved by 35M+ users worldwide. We’re redefining what it means to connect with technology – emotionally, intelligently, and personally. From mobile to VR, we’re building an experience that feels less like software and more like someone who gets you. Our team is mission-first, future-facing, and here to create something wonderful. We value agency, room for magic, and a relentless pursuit of good.
About the Role

As a Customer Support Specialist, you’ll be the empathetic, thoughtful voice behind Replika — the person users turn to when they need help, clarity, or just a bit of reassurance. You’ll be supporting a fast-growing global community, with around 150 user inquiries per day, so being able to respond efficiently without losing the human touch is key.

What You’ll Do
• Respond to users via email, Discord, and Reddit, providing thoughtful and timely support.
• Troubleshoot issues, resolve user concerns, and escalate technical problems when necessary.
• Collaborate with the team to identify trends in feedback and propose creative solutions for improving user satisfaction.
• Develop and maintain a deep understanding of Replika’s AI products to effectively assist users.

What You’ll Need to Succeed
• 2+ years of experience in customer support (ideally in tech, SaaS, or app-based environments).
• Excellent written English (C1+) — you can express empathy clearly and professionally.
• Calm and solutions-oriented, even when handling multiple conversations or frustrated users.
• Detail-oriented, well-organized, and reliable with follow-through.
• Excited about AI, technology, and helping people feel supported through digital experiences.

Bonus if you have:
• Experience with Zendesk or similar ticketing tools.
• Personal interest in mental health, emotional well-being, or digital communities.

What You’ll Get
• Competitive compensation
• A chance to build a product that actually matters to millions of people
• Freedom to work remotely with a globally distributed team
• Offsites in different countries with people who actually like each other
• A trustworthy, high-responsibility environment where your ideas really matter