Customer Support Representative

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Consistently provide a hospitality-focused and empathetic tone in calls and messages that align with the Owner’s standards for care, professionalism, and respect, even in challenging or emotionally charged situations.

• Offer prompt, accurate, and compassionate support through a high volume of inbound phone calls, as well as some chats and emails from restaurant owners and their guests.

• Skillfully manage multiple simultaneous conversations and tasks, ensuring strong organization, prioritization, and follow-through across all workstreams.

• Take charge of complex or high-priority issues, employing structured problem-solving, sound judgment, and clear communication to achieve resolution.

• Consistently achieve or surpass a 90%+ customer satisfaction score while maintaining quality and accuracy.

• Thoroughly document customer interactions in Salesforce to ensure continuity, visibility, and accountability.

• Work collaboratively with teammates on Slack to deliver consistent, high-quality support and foster a strong team experience.

• Share insights, feedback, and best practices that elevate the performance of the entire support team.

• Identify patterns and recurring issues, providing insights that enhance tools, processes, and documentation for customers and internal teams.

⛳️ Requirements

• 3-5+ years of experience in customer support or customer service.

• Proven track record in a high-volume, fast-paced support environment with clear performance metrics.

• Bilingual proficiency in Spanish and English (C1/C2), with strong written and verbal communication skills in both languages.

• Experience managing escalations and complex customer issues with professionalism, empathy, and sound judgment.

• Demonstrated ability to support colleagues through mentoring, training, or acting as a subject-matter expert.

• Familiarity with CRM environments (preferably Salesforce) and experience with telephony systems like Intercom, TalkDesk, or similar tools.

• Strong organizational skills with the capability to prioritize effectively, manage multiple active cases simultaneously, and maintain accuracy under pressure.

• Ability to remain calm, respectful, and solution-focused in time-sensitive or high-pressure situations.

• A reliable home workspace equipped with stable, high-speed internet and minimal background noise.

🏝️ Benefits

• Comprehensive health coverage.

• Remote work opportunities.

• Work-from-home stipend.

• Unlimited paid time off (PTO).

• Additional fun perks!