🚀 We’re hiring — AI & Automation Support Specialist (Remote)

Troubleshoot and improve AI voice, SMS and CRM automations (Twilio / Retell / Make / Zapier). Write SOPs, own QA, and keep lead flow reliable for our real-estate automation team.

About Mod AI We build AI-driven automations (voice + SMS + email + CRM) that help real estate teams convert more leads with less manual work. We move fast, value clear documentation, and expect thoughtful technical problem-solvers who take ownership and reduce recurring issues. www.modaiautomation.com

Role summary You’ll be our go-to technical support and operations specialist for lead workflows. You’ll diagnose and fix integration issues, maintain Twilio/Retell voice & SMS flows, configure low-code automations (Make/Zapier), author SOPs, QA automations, and support agents.

Key responsibilities

Diagnose and resolve lead ingestion, routing and sync issues across CRM systems.
Maintain and debug Twilio (SMS/Voice) and Retell (or similar) voice flows and message templates.
Build and maintain Make (Integromat) / Zapier automations and webhook integrations; monitor logs and retries.
Implement and QA voice → SMS fallback patterns and ensure CRM notes/tags update correctly.
Create, update, and maintain clear SOPs, onboarding docs, and QA checklists.
Monitor automation performance, run tests (including basic A/B tests), and propose improvements.
Support agents: triage tickets, create reproducible fixes, and escalate complex issues with full documentation.

Required (must-have)

1+ years remote/technical VA, operations, or support experience (hands-on).
Hands-on experience with Twilio (SMS/Voice) and Retell (or other voice-AI platforms).
Strong experience with Make (Integromat) or Zapier and working with webhooks/APIs.
Experience troubleshooting CRM integrations (any CRM).
Comfortable reading logs, interpreting webhook payloads, and working with APIs.
Excellent written English and the ability to write crisp SOPs others will follow.
Strong troubleshooting mindset, attention to detail, and clear communication.

Nice to have

Experience with Trainual / Notion / ClickUp or other knowledge management tools.
Familiarity with ChatGPT/Claude or other AI tools used for automations and content.
Basic familiarity with Twilio Console debugging, call transcripts, or speech analytics.

Compensation & schedulePaid trial (20 hrs) at $12/hr. Expected ongoing pay $12–$15/hr based on experience and trial performance (full-time equivalent ≈ ₹140k–₹200k/month).Must have ≥4 hours overlap with Toronto (Eastern) evenings.Example: if Toronto evening coverage is 6:00 PM–10:00 PM ET, candidate must be available ≥4 hours during that block. Exact daily hours can be agreed during onboarding. Payment in Canadian Funds

Hiring process & Paid Trial (how it works)

1) Apply:Email mark@modaiautomaion.com with:• Resume/CV• Two SOP examples (PDF or links)• Short cover note (3 lines) with your expected hourly rate and confirmation you can do the paid trial and meet the Toronto-evening overlap.Subject line: AI & Automation Support Specialist — Application

2) Short screening → Paid trial (20 hrs at $12/hr) — we pay for the full 20 hours. The trial is mandatory and focused on real tasks:

Trial deliverables (20 hours)

Troubleshooting task (2–3 hrs): For the scenario “lead submitted a website form but didn’t appear in the CRM,” write step-by-step diagnostics and the tests/logs you’d consult (short doc).
SOPs (2): Produce two clean, copy-pasteable SOPs (1–2 pages each):
Hands-on mini-task / demo: Review a mock automation flow, identify & document 2 issues and proposed fixes, and record a 10–15 minute screen walkthrough.
Communication: Keep a short daily log and be responsive on Slack/email during the trial.

Trial evaluation criteria

Troubleshooting logic & prioritization — 40%
Technical accuracy with logs/webhooks — 30%
SOP clarity & documentation quality — 20%
Communication & responsiveness — 10%

Decision: Successful trial → offer at $12–$15/hr based on performance and availability.

What we offer

Remote role with flexible hours around required overlap.
Paid trial and a clear path to a longer contract.
Opportunity to own reliability for high-impact automation flows.
Training budget, quarterly performance bonuses (KPIs), and a clear growth path.

Sample interview / assessment prompts

Walk me through debugging a webhook that’s not firing to the CRM.
How would you implement a fail-safe for an AI outbound call that must not leave a lead hanging?
Show a SOP you wrote and explain how you keep it up to date.

How to apply (again)Email mark@modaiautomaion.com with your resume, two SOP examples, and a short cover note. Subject: AI & Automation Support Specialist — Application

Thanks — looking for someone practical, calm under pressure, and obsessed with making automations reliable. If that’s you, please apply!

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