AI Product Specialist - Orem
2 days ago
Job description
Hona is building the AI Case Manager for personal injury law firms. Every day, legal teams lose hours to manual intake, missed follow-ups, and disorganized client communication. We're replacing all of it with AI staff that work around the clock and never drop the ball.We already serve hundreds of law firms across the country and millions of plaintiffs, and we're moving fast to define an entirely new category in legal tech.
As a startup, we move quickly, value ownership, and empower our team members to make a real impact from day one.
Role OverviewWe are looking for a motivated and technically curious AI Product Specialist to join our team. This role sits at the intersection of AI, product, and customer success.
You will be responsible for training and optimizing our AI support agent to accurately respond to customer support tickets and troubleshoot product issues.
When complex or sensitive issues arise, you'll step in directly to work with customers and ensure their problems are fully resolved.
This is an ideal opportunity for a recent college graduate with a technical background who is excited about AI, eager to work in a startup environment, and passionate about delivering excellent customer experiences.
Train, evaluate, and continuously improve our AI agent's responses to customer support tickets
Analyze support conversations to identify patterns, gaps, and opportunities for AI optimization
Troubleshoot customer-reported bugs and product issues
Step in to directly communicate with customers when issues require human intervention
Clearly document bugs, edge cases, and feature requests for the product and engineering teams
Collaborate cross-functionally with engineering, product, and customer success
Monitor AI performance metrics and recommend improvements
Help develop internal processes for scaling AI-powered support
Qualifications
Recent college graduate (or graduating soon) with a degree in Computer Science, Engineering, Information Systems, or a related technical field
Strong interest in AI, machine learning, and emerging technologies
Comfortable troubleshooting software issues and reading technical documentation
Excellent written communication skills
Customer-focused mindset with the ability to explain technical concepts clearly
Highly self-motivated and comfortable working in a fast-paced startup environment
Strong problem-solving skills and attention to detail
Preferred (Nice To Have)
Experience working with AI tools or prompt engineering
Internship or project experience in technical support, product, or software development
Familiarity with ticketing systems (Intercom, Zendesk, etc.)
Basic understanding of APIs, logs, or debugging workflows
Why Join Hona Software?
Early-stage startup environment with real ownership and impact
Work directly with leadership and product teams
Opportunity to shape how AI is implemented in customer support
Rapid learning and career growth
Competitive salary and benefits
If you're excited about AI, love solving problems, and want to help build the future of intelligent customer support, we'd love to hear from you.
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