Product Support Specialist – Adapt, LATAM & Caribbean

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

📋 Description

• Take charge of technical escalations from start to finish and ensure they are resolved effectively.

• Troubleshoot pricing and synchronization issues by replicating problems, developing hypotheses, and pinpointing root causes.

• Utilize SQL, logs, analytics reports, and existing code to examine backend data.

• Clarify the behavior of the Adapt pricing engine to hosts using straightforward language, screen recordings, or phone calls.

• Develop help center articles, in-app guidance, and content for the Adapt AI agent.

• Communicate weekly themes of escalations to the Product team and track fixes through their release.

• Identify accounts at risk and engage Revenue Management as necessary.

• Establish SOPs, macros, and escalation procedures for the new support pod.

⛳️ Requirements

• Minimum of 2 years in technical support, SaaS product support, or a similar analytical, customer-facing position.

• Proficiency in SQL; capable of writing queries against a live database.

• Basic knowledge of Python; comfortable interpreting existing code and working with datasets.

• Practical experience with APIs and log analysis.

• Strong quantitative reasoning skills.

• Methodical problem-solving abilities; capable of forming testable hypotheses.

• Skill in translating technical concepts into accessible language for non-technical hosts.

• Exceptional verbal and written communication skills in English.

• Ability to maintain composure with frustrated customers and the honesty to acknowledge mistakes without over-promising.

• Strong follow-through and the capability to independently close loops.

• Willingness to work hours that overlap with US Eastern and European business times.

• Bonus: Familiarity with webhooks, Intercom or Zendesk, short-term rental pricing or property management tools, hospitality or revenue management, or AI automation.

🏝️ Benefits

• Competitive salary.

• Eligibility for an annual bonus.

• Flexibility to take time off as needed.

• Continuing education stipend available.

• Individual growth plan to advance in the role.

• Join a talented international team in a vibrant work environment.

• Language lessons with Yolk Academy (GR-SP-IT-FR).

• Fully remote work option from anywhere in Latin America or the Caribbean.

• A foundational role in a brand-new pod, with genuine ownership from day one.