AI Customer Support Specialist

About Step Step’s mission is to improve the financial future of the next generation. Millions of people use our banking and borrowing products to manage, build, and grow their money. Now that we’re part of Beast Industries – the company behind MrBeast – we’re poised for a new phase of growth to deliver financial literacy and tools at massive scale.

About the Role We’re looking for an AI Customer Support Specialist. You are someone who blends a deep understanding of customer support with a curiosity for how systems and AI tools can streamline operations.

You don’t need to be a developer, but you should feel energized by the idea of connecting platforms, crafting prompts, and automating repetitive workflows. If you’re driven by improving customer experience and love figuring out how things work under the hood, this role is for you.

Key Responsibilities

• Analyze support workflows to identify pain points and automation opportunities
• Design and maintain scalable automations that improve efficiency and customer satisfaction
• Experiment with and optimize AI prompts for real-world support use cases
• Monitor, troubleshoot, and iterate on workflow logic, APIs, and system integrations
• Collaborate cross-functionally with Engineering (for integrations), Product (for tooling), and Operations (for process changes)
• Drive adoption of automation solutions across the support organization
• Own and execute on a clear automation roadmap with measurable impact

What We’re Looking For Customer-Centric + Process-Minded

• Deep understanding of customer service dynamics and support tooling
• Ability to break down complex workflows into clear, logical steps
• A mindset that prioritizes customer outcomes, not just ticket volume
• Detail-oriented and constantly refining systems based on real-world feedback

Technically Curious

• Experience crafting, testing, and refining AI prompts (prompt engineering)
• Familiarity with how data flows between systems and APIs
• Able to parse JSON, investigate workflow logs, and spot API failures
• Understands how systems like ticketing platforms, webhooks, and automations connect

Project Leadership

• Comfortable driving cross-functional initiatives and removing roadblocks
• Able to influence and report up to leadership on progress and ROI
• Manages competing priorities and stakeholders with clarity and ownership

What Success Looks Like You’ll thrive in this role if you:

• Think “this could be automated” when you see a repeated task
• Balance customer empathy with a love of systems thinking and tooling
• Translate technical concepts for non-technical colleagues
• Learn quickly, experiment fearlessly, and push ideas forward
• Ship improvements regularly, not just strive for perfection

Who You Might Be Today We’re especially excited about candidates from roles like:

• Support Operations Managers who’ve led tool rollouts or automation efforts
• Technical Support Engineers who’ve optimized their own workflows
• Implementation Consultants from SaaS companies
• Support-focused Business Analysts with an eye for data and improvement
• Solutions Engineers working alongside support or success teams
• Zendesk/Intercom/Salesforce Admins who’ve built internal tooling and workflows

Unexpected but Excellent Backgrounds

• QA Engineers who’ve worked closely with support or product
• Revenue or Product Ops folks from B2B SaaS with automation chops
• Customer Success Managers who are “the technical one” on the team

How we’re different We stand for the side hustlers, the creators, the freelancers, and the investors — people who are not afraid to take on challenges, especially when it comes to their finances. Step is focused on disrupting the banking industry by delivering a differentiated, mobile-first consumer experience, and we operate like the customers we serve: customer obsessed, acting as owners, moving with urgency, and breaking the norm.

Step is a wholly owned subsidiary of Beast Industries , the media and entertainment company founded by Jimmy Donaldson (MrBeast), the most-watched person in the world. Beast Industries spans digital media, consumer products, philanthropy, and new ventures, with an audience reach no consumer company has ever had — and Step is tasked with turning that reach into financial literacy and tools for the next generation at massive scale. With Beast’s di…