Now hiring
Customer Success and Support Specialist
Remote · From $12 per hour, with a path to a full-time salaried role
Mortem AI builds Sarah, the AI attendant for funeral homes. Sarah handles inbound family enquiries, qualifies leads, books appointments, and supports families around the clock so funeral directors can focus on what they do best. We are market-tested, growing fast, and AI-native by design. This is not a concept. It is a working product with paying clients across the US and Canada.
The Role
This is the first customer-facing hire at Mortem AI, and it matters. You are the warmth, the reliability and the follow-through behind an automated product, in an industry where care is the whole point. Our clients serve grieving families on the worst days of their lives, and the way we treat our clients has to reflect that.
You will work directly alongside the founders, own how we look after clients from their first day onward, and shape how customer success works as we grow. The role starts hourly and for the right person it becomes a full-time salaried position as the client base scales.
What You'll Do
- Own the support inbox and live chat, answering client questions clearly and warmly and resolving most issues yourself
- Guide new funeral homes through our self-serve onboarding portal, chasing outstanding items kindly so nothing stalls
- Monitor live conversations and the client dashboard, spotting and flagging anything that looks off before the client notices
- Run friendly check-ins with active clients, watch for early signs of churn, and step in to help them get value
- Escalate genuine technical issues to engineering with a clean, well-documented handover
- Maintain our help documentation and FAQs, and keep client records tidy in our CRM
What We're Looking For
- Outstanding written English, since you will be writing to funeral directors every day. This one is non-negotiable
- Experience in customer service, customer success, or as a virtual assistant, ideally for a software product
- Comfortable with technology and a fast learner, able to pick up our dashboard and tools quickly
- Genuinely empathetic and calm, comfortable working in a sensitive and sometimes sombre industry
- Organised, reliable and self-managing, the kind of person nothing slips past
- Proactive, flagging problems before they grow rather than waiting to be told
What We Offer
- From $12 USD per hour to start, with a clear path to a full-time salaried position as you grow into the role
- Fully remote, working from wherever you are
- Hours with meaningful overlap with North American business hours, since our clients are in the US and Canada
- A direct line to the founders and real ownership from day one
- The chance to be the first person to build customer success at a fast-growing, AI-native company
- Work that matters, in an industry that has been underserved by technology for decades
This is the ground floor of customer success at Mortem AI. It suits one kind of person: warm, reliable, and genuinely good with people, who wants to own how clients are looked after and grow with the company. If that is you, do not overthink it.
Apply for this role
Fill in the form below. Tell us why this role fits you, share any experience in customer service or success, and include a link to your CV. We review every application, and your note is also how we judge your written English, so take a little care with it.