{"id":1996590,"url":"https://alion.io/job/niural-ai-customer-support-specialist","title":"Customer Support Specialist","company":{"id":997,"name":"Niural AI","domain":"niural.com","url":"https://alion.io/company/niural-ai","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":95,"open_postings":9,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":84,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-07T08:26:36Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-11-03T05:20:02Z","board_verified":true,"closed_at":null,"days_open":27,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":27},"description":"About Niural\nNiural is an AI-native platform that unifies payroll, compliance, HR, and financial operations into a single intelligent system. We enable companies to hire, pay, and manage teams across 150+ countries with speed, accuracy, and precision.\nBacked by Marathon Management, M13, and Inspired Capital, Niural is redefining the future of global workforce infrastructure and intelligent finance.\nWhy Niural?\nCustomer experience is foundational to our platform's success. As a Customer Support Agent on Pylon Live Chat, you are often the first point of contact for employers, employees, and contractors. Your responsiveness, clarity, and empathy directly influence client trust and satisfaction.\nOn a platform that powers payroll and compliance globally, precision and professionalism in communication are critical. Your role ensures that users feel supported, understood, and confident while navigating complex payroll and benefits systems.\nAbout the Role\nThe Customer Support Agent will manage live chat inquiries through the Pylon platform, assisting employers, employees, and contractors with payroll, benefits, and account-related questions.\nThis is a shift-based role designed to maintain 24/7 support coverage. It requires strong communication skills, attention to detail, sound judgment in escalation, and the ability to work effectively in a fast-paced environment.\nKey Responsibilities\nRespond promptly and professionally to incoming Pylon live chat inquiries\n\nIdentify the user type (employer vs. worker/contractor) and adjust tone, permissions, and escalation path accordingly\n\nResolve issues accurately and efficiently, or escalate to the Payroll, Benefits, or Support teams as needed\n\nEnsure all client interactions are empathetic, clear, and aligned with Niural's service standards\n\nDocument chat interactions thoroughly and accurately within internal systems\n\nFollow up on pending inquiries when required to ensure resolution\n\nParticipate in shift rotations to maintain continuous 24/7 coverage\n\nMaintain professionalism during high-volume or high-pressure situations\n\nQualifications & Skills\nExcellent written and verbal communication skills in English\n\nStrong problem-solving abilities with keen attention to detail\n\nExperience in customer support, live chat, or help desk environments (preferred)\n\nAbility to work flexible hours across rotating shifts\n\nFamiliarity with HR, payroll, benefits, or contractor platforms (a plus)\n\nEmpathetic, patient, and able to handle high-pressure situations calmly\n\nStrong time management and multitasking skills\n\nShift Coverage\nMust be available for rotating shifts to ensure 24/7 live chat support\n\nFlexibility to cover evenings, nights, weekends, and holidays as per schedule\n\nWhat We Offer\nCompetitive salary package designed to reward your expertise and contributions\n\nAccess to continuous learning and career advancement programs\n\nMentorship and coaching opportunities to help you grow in your career\n\nA supportive, collaborative work environment where ideas are valued and teamwork is encouraged\n\nComplimentary snacks and lunch to keep you energized throughout your shift\n\nA latest-model MacBook Pro and a 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