Customer Support Specialist

This is a fully remote position, open to applicants in Colombia, +5 more countries.

📋 Description

• Oversee and address a large volume of support inquiries through both phone and email channels.

• Conduct live support sessions with clients in the US to troubleshoot technical problems in real-time.

• Assist less-technical users in navigating complex workflows with patience and clarity.

• Keep precise records of all customer interactions within the CRM system.

• Detect recurring software issues and work alongside the product team to implement long-term solutions.

• Create clear and concise internal documentation as well as external help guides.

⛳️ Requirements

• A minimum of 3 years of focused experience in B2B SaaS customer support, including phone support; chat-only experience will not be accepted.

• Proficient in English with outstanding written and verbal communication abilities.

• Demonstrated success in supporting US-based clients while working US Central Time (CST) hours.

• Familiarity with modern CRM and support tools, such as HubSpot, Zoho, or comparable platforms.

• Strong technical troubleshooting skills and the capability to explain intricate concepts in simple terms.

• High emotional intelligence with the ability to de-escalate challenging customer interactions.

• A reliable and high-speed home internet connection.

• A dedicated and quiet workspace for remote work.

🏝️ Benefits

• Competitive salary based on experience.

• Fully remote position with a flexible working environment.

• Opportunity to work with a growing logistics company in a high-demand sector.

• Potential for long-term career advancement with exposure to operations and customer success.

• Engaging role with tangible impact on daily business operations.