Customer Service & Support Specialist

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Act as the main point of contact for customers, delivering prompt and professional technical assistance.

• Diagnose product issues, respond to customer inquiries, and resolve software-related questions through online support channels.

• Establish trustworthy relationships with customers by providing an outstanding support experience.

• Facilitate onboarding sessions for new customers and conduct personalized one-on-one walkthroughs and product demonstrations.

• Lead customers through essential workflows and platform features to enhance adoption.

• Become the internal expert on the company’s software platform.

• Advise on best practices, workflow enhancements, and innovative solutions that align with customer business processes.

• Communicate product knowledge and customer insights to internal teams.

• Utilize AI tools to create, update, and enhance help center articles and customer documentation.

• Improve self-service resources while supporting technical content creation and knowledge management initiatives.

• Accurately perform customer data imports and data-entry tasks.

• Ensure organized customer information and maintain data integrity across internal systems.

• Assist with operational tasks related to customer account management as necessary.

⛳️ Requirements

• Minimum of 2 years of experience in customer support, customer success, software implementation, or a similar client-facing position.

• Professional proficiency in English (C1/C2), with superior written and verbal communication skills.

• Strong technical skills and the ability to rapidly learn complex web-based software platforms.

• Comfortable diagnosing software issues and articulating technical concepts to non-technical users.

• Experience with AI tools to enhance productivity, documentation, or technical workflows.

• Exceptional problem-solving, organizational, and time management abilities.

• Able to work independently in a dynamic startup environment.

• Availability to work during Eastern Time (U.S.) business hours.

• Previous experience supporting SaaS or cloud-based software platforms is a plus.

• Experience in conducting customer onboarding, product training, or software implementation sessions is a plus.

• Familiarity with CRM platforms, help desk systems, or knowledge base software is advantageous.

• Experience with corporate housing, property management, hospitality, or real estate clients is beneficial.

🏝️ Benefits

• Collaborate directly with company founders in a highly cooperative environment.

• Become an integral contributor in a growing software company where your impact is immediately noticeable.

• Gain in-depth expertise in a modern SaaS platform while enhancing your technical and customer success skills.

• Enjoy a role that combines customer interaction, problem-solving, product education, and process improvement.

• Be part of a fast-paced team that values initiative, continuous learning, and ownership.