AI Copilot Support Agent

Confidential

Not specified contract

Posted: February 11, 2026

Required Skills

Job Description

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.

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