Customer Support Specialist

Customer Support Specialist (LATAM)

Location: Latin America
Type: Full-Time, Direct Contractor
Schedule: Fully aligned with US EST hours

About the client

They are a US SaaS platform that helps businesses manage customer communication, workflow automation, campaigns, messaging, and AI-powered processes. Their customers rely on the platform to run important day-to-day operations, so their Support team does far more than answer tickets.

They are hiring Customer Support Specialists in Latin America to help customers solve real product problems, build and troubleshoot automations, deliver training, and get more value from the platform.

The Opportunity

This is not a traditional help-desk, call-center, or scripted-ticket role. It is a technical, fast-paced, customer-facing position for someone who enjoys figuring things out, learning new tools, and taking ownership of customer problems from start to finish.

As a Customer Support Specialist, you will be the front line for the client's SMB and franchise customers, as well as part of the broader platform-support experience. You will help customers troubleshoot issues, understand product workflows, configure automations, and find practical workarounds when something does not work as expected.

You do not need to arrive knowing every tool in our stack. We care most about your learning speed, persistence, communication skills, technical curiosity, and willingness to follow every issue through to a real resolution.

Are You?

• A conscientious and persistent problem-solver who does not let small tasks or loose ends disappear?

• Comfortable working in a fast-paced environment with multiple customer conversations open at the same time?

• Curious about software, automations, workflows, integrations, and how products work behind the scenes?

• Able to learn a new tool independently through documentation, trial and error, research, and good questions?

• Confident communicating with customers through chat, email, and Zoom?

• Comfortable investigating an issue, finding a workaround, escalating when appropriate, and staying accountable until the customer has a clear answer?

• Looking for a role where strong performance can lead to growth into Customer Success, Product, or Product Marketing?

If so, we would love to hear from you.

Key Responsibilities

• Support customers through Intercom, email, and Zoom, providing clear, professional, and timely communication.

• Investigate product issues and troubleshoot whether a problem is related to customer settings, workflow configuration, product behavior, integrations, or external systems.

• Build, configure, and troubleshoot customer automations using Zapier and the client's internal workflow builder.

• Help customers understand campaigns, sequences, automations, messaging workflows, AI-agent setup, and product best practices.

• Deliver live customer trainings and troubleshooting sessions through Zoom and screen sharing.

• Manage multiple open customer conversations while prioritizing urgent issues and keeping customers informed.

• Maintain fast response times, including responding to live Intercom chats in under two minutes and emails within one to two hours.

• Identify practical workarounds when a product limitation cannot be immediately resolved.

• Log bugs, product gaps, and feature requests clearly so that customer feedback reaches the right internal teams.

• Escalate technical issues when needed, while remaining responsible for customer communication, follow-up, and closing the loop.

• Monitor usage and customer activity for signs of friction, underuse, or workflow problems, then proactively reach out when appropriate.

• Learn a specific customer vertical, such as staffing or pharmacy, and become a trusted product resource for customers in that area.

Requirements

• Experience in SaaS support, technical support, implementation, onboarding, customer operations, or another product-focused customer-facing environment.

• This role is designed for product and SaaS operators; it is not a scripted call-center role. Candidates whose experience is exclusively BPO or scripted call-center support will not be a fit.

• Excellent written and spoken English. You will communicate with US-based customers every day, often in real time.

• Strong customer-service instincts combined with technical curiosity and independent problem-solving ability.

• Ability to manage several priorities at once without losing track of customer communication or follow-up.

• Evidence that you have taught yourself a technical tool, system, product, or process.

• Experience with Zapier, Make, automation tools, CRMs, Intercom, HubSpot, workflow builders, or similar platforms is a strong advantage.

• Comfort explaining product steps, troubleshooting issues, and guiding customers through solutions on Zoom.

• A proactive mindset: you notice problems, gaps, or customer risks and act without waiting to be told.

• Availability to work full-time on US EST hours.

• A genuine interest in growing beyond a traditional support role over time.

You do not need prior experience with every tool in the client's environment. We provide onboarding and support while you ramp up, but we expect you to learn quickly, take initiative, and become increasingly independent.

What We Offer

• Performance reviews and opportunities for compensation growth based on consistent goal achievement.

• A direct contractor relationship with the client.

• Product onboarding, hands-on training, and exposure to a modern SaaS and automation environment.

• A genuine growth path into Customer Success, Product, Product Marketing, and related roles for high performers.

• The opportunity to work closely with customers, technical teams, and leadership in a fast-moving US SaaS company.