Customer Support Specialist, B2B, SaaS

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

📋 Description

• Address client inquiries through chats, emails, video conferences, and occasional phone calls.

• Evaluate support requests, troubleshoot issues, replicate and test reported problems.

• Escalate cases to the relevant team when necessary.

• Deliver accurate, effective, and customer-centered solutions.

• Adhere to established SLAs and maintain support quality standards.

• Document troubleshooting procedures, known issues, and resolutions in the knowledge base.

• Collect customer feedback and report recurring issues or feature suggestions.

• Take ownership of a specific product module or area.

• Recommend process and product enhancements based on customer feedback.

• Resolve medium-complexity and critical support cases.

• Contribute to the team’s support culture and participate in internal support projects.

⛳️ Requirements

• Prior experience in Customer Support, Client Success, or a client-facing position, ideally in B2B or SaaS.

• Excellent written and verbal communication skills in English.

• Strong analytical skills and ability to perform root cause analysis.

• Attention to detail.

• Outstanding problem-solving skills.

• Professional and empathetic communication abilities.

• Capability to manage multiple priorities effectively.

• Ownership mindset and commitment to driving customer cases to resolution.

• Proficient in Excel.

• Ability to quickly derive key insights from information.

• Willingness to adapt to a fast-paced, dynamic work environment.

• Competence in managing and diffusing challenging or stressful customer interactions.

• Availability to work in alignment with the US Eastern Standard Time (EST) schedule.

🏝️ Benefits

• Reimbursement for professional development through courses, conferences, and educational resources.

• Flexible working hours.

• 26 paid days off per year.

• Trust-based management with no micromanagement.

• A supportive and ambitious team.

• A 3-month trial period.