Customer Support Representative

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

📋 Description

• Professionally and courteously respond to inbound customer calls in a timely manner.

• Address inquiries related to permit status, document uploads, account setup, and billing concerns.

• Employ critical thinking skills to find optimal solutions when situations deviate from established processes.

• Take responsibility for customer issues until they are resolved, escalating when necessary.

• Follow up with customers via phone or email to ensure their issues have been addressed.

• Accurately document all interactions in the CRM system.

• Keep a comprehensive understanding of the platform and permitting workflows.

• Quickly learn and adeptly navigate SaaS platforms, CRM tools, and spreadsheets as part of daily responsibilities.

• Meet or surpass performance metrics such as call volume, first-call resolution, and customer satisfaction scores.

• Identify recurring issues, inefficiencies, and opportunities for improvement.

• Share insights and suggestions with product and operations teams.

⛳️ Requirements

• At least 2 years of customer service experience in a phone-based or call center environment, conducted in English.

• Full fluency in English, both written and spoken.

• Proficient in Microsoft Excel and confident in working with spreadsheets.

• A reliable high-speed internet connection suitable for full-time remote work and video conferencing.

• A dependable laptop capable of running multiple browser-based applications simultaneously; desktop computers are not permitted.

• A working webcam for meetings and training sessions.

• A quiet, professional, and distraction-free home workspace.

• Previous experience with GoHighLevel, HubSpot, or similar CRM platforms is preferred.

• Experience in identifying process improvements or contributing to operational enhancements in a prior role is preferred.

🏝️ Benefits

• Competitive full-time compensation based on experience.

• Fully remote position with flexible scheduling options.

• Structured onboarding and continuous product training.

• A supportive team culture that encourages ideas and initiative.

• Clear opportunities for advancement within the company.