• Job Description

  Req#: 159

  About GovAssist

  
  

  GovAssist is a specialized travel consultancy organization dedicated to facilitating travel worldwide. We support clients with travel documentation through expert service and technology-enabled solutions. Our team is global, performance-driven, and focused on delivering accurate, high-quality support at scale. We are expanding our operations and are hiring an AI Copilot Support Agent to support clients with AI assistance, along with auditing, and continuously improving our AI-powered support workflows.

  
  

  Role Overview
  

  
  
  

  As an AI Copilot Support Agent, you will provide live customer support using AI-assisted tools while also reviewing, auditing, and quality-checking all AI interactions. You will be accountable for both customer outcomes and the performance of our AI systems.

  
  

  You will be expected to think critically, identify failure patterns, and provide actionable technical and process feedback to improve automation, workflows, and customer experience.

  
  
  

  Key Responsibilities
  

  AI-Assisted Customer Support
  

  
  
  

  • Provide a high level of service to our customers using AI copilots and automation tools
    
    
  • Answer questions about our products, brands, and company
    
    
  • Handle high-volume inquiries via chat, email, ticketing systems, and missed calls from communication channels .
    
    
  • Ensure accurate, compliant, and professional responses when using AI tools
    
    
  • Document all cases in the CRM with clear, concise, and complete notes
    
    
  • Identify upsell, cross-sell, and retention opportunities and route to Sales
    
    

  AI Quality Assurance and Feedback
  

  
  
  

  • QA and audit all AI interactions for accuracy, tone, compliance, and resolution quality
    
    
  • Identify recurring AI errors, gaps, and failure patterns
    
    
  • Track quality issues and contribute to benchmarks and performance standards
    
    
  • Provide detailed technical and process feedback to improve AI prompts, logic, and workflows
    
    
  • Collaborate with Product and Operations to eliminate root causes and improve automation performance
    

  
  
  

  Required Experience and Skills
  

  
  
  

  • Proven experience in customer support with exposure to AI tools, automation, or technical support environments
    
    
  • Immaculate written and spoken English
    
    
  • Strong critical thinking and pattern recognition skills
    
    
  • Calm under pressure and solution-oriented
    
    
  • Detail-driven with strong documentation habits
    
    
  • Comfortable working in fast-paced, high-volume environments
    
    
  • CRM and support platform experience such as Zendesk, Atlassian, Slack, or similar tools
    
    
  • Background in visas, passports, or travel services is a strong plus
    
    
  • Experience training, auditing, or improving AI support agents or chatbots is highly preferred
    
    
  • Quality Assurance experience is a plus

  
  

  
  

  You must own and maintain the following:
  
  

  • Workstation with Intel i5 10th generation or equivalent or newer
    
    
  • Minimum 16GB RAM
    
    
  • Second monitor
    
    
  • Noise-canceling headset
    
    
  • High-speed internet with upload speed above 25 Mbps
    
    
  • Network latency under 100 milliseconds
    
    
  • Reliable, professional home office setup
    
    
  • Ability to work flexible shifts
    
    

  We encourage qualified candidates with strong support and technical skills to apply.

• About the company

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