Support Specialist (Freelance)

(Remote - must be based in a US time zone - freelance engagement) Join us at Beside and help shape the future of human communication. 🌍 About Beside's mission Beside is rebuilding the phone from the infrastructure up, carrier-grade, AI-native. A phone that doesn't just connect conversations but understands them, captures what matters, and acts on it. Because AI should free us to stay present: in our craft, in our relationships, in our lives. It should not about replace human effort, but redirecting it toward what truly matters. Toward creativity, connection, and the work only we can do. Every day, business gets done through conversations. Decisions made, deals closed, ideas exchanged, problems solved. Yet the tools we rely on fail us: key moments disappear into the void and fragment across platforms. Now, for the first time, AI can change that. Generative AI isn't just another technological leap. It's a fundamental shift in how we interact with the world, and the industry has already started building toward it. But we've only scratched the surface. The missing piece isn't smarter models. It's the right interface, the right capture mechanisms, and the right actions. AI shouldn't wait for instructions, it should just work. And yet, the most important business tool in America is still the phone, and AI hasn't touched it. The industry has built for desk workers: copilots for email, docs, Slack, meetings, code. Every major AI investment of the past three years has targeted knowledge workers who sit at screens. But wherever business is done through personal relationships, the phone is where trust is earned, where revenue converts. And it's been left behind. That's our mission. 🧠 How we think & work At Beside, we don't just build products - we redefine how humans interact with each other. We believe in extreme ownership, radical transparency, where every team member is empowered to think, build, and lead. We operate with a written-first, and public-first culture. 🎧 The Role As a Support Specialist , you're joining Beside's front line during a critical growth phase. Your core focus is to turn every customer interaction into a clear, empathetic, and reliable experience . Your primary responsibility is handling escalations fast, well, and with clarity. You’ll become a product expert across all platforms (iOS, Android, web), capable of navigating complex behaviours (AI, call routing, porting, carriers, integrations…) while collaborating with engineering to identify patterns, bugs, and insights. 🔥 What you'll do Help our users Respond to users via chat and email with clarity, empathy, and expertise Triage incoming issues and escalate intelligently with structured repro steps, logs, and context Guide users through key workflows across our platforms Ensure SLA compliance = deliver fast, reliable resolutions that help users operate their business smoothly Help absorb volume spikes during peak periods Contribute to the team Collaborate in a public, written-first environment Share discoveries with transparency and precision Work independently during weekend/OOO shifts with minimal direct oversight ⭐ What makes you a great fit Must-haves ❗ Native-level English (written and spoken) ❗ US-compatible time zone ❗ Weekend availability Excellent written communication - clarity, tone, and structure Strong customer-facing experience Comfortable investigating complex, multi-layer issues (logs, repro steps, product behaviors) Comfortable working independently Startup, telecom, AI, or consumer app experience Bonus points Written French and/or Spanish Familiarity with iOS/Android products or multi-platform ecosystems 🌍 Location, availability & contract This role is remote but requires being based in a US time zone . Engagement type: Freelance Schedule: (to discuss with candidate) Weekend coverage: min ~10h, spread across Saturday and Sunday Weekday coverage: min ~10h, spread across several days Total: ~20h/week base, with flexibility for OOO/spike periods Rate: location-based, depending on profile, experience, and skillset 💙 Join us If you want to help redefine how humans communicate - and you care deeply about supporting people with clarity and empathy - we'd love to talk. Even if you don't meet every requirement, we encourage you to apply.