Support & Implementation Specialist

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

📋 Description

• Serve as the primary point of immediate assistance: Offer live chat, email, and Slack support with clarity, urgency, and empathy—no waiting, no forms, just genuine help.

• Set up and manage client accounts: Collaborate with Customer Success Managers during new client onboarding by establishing client accounts in the backend, applying custom settings, making on-the-fly adjustments as needs arise, and ensuring each account is prepared for a seamless launch.

• Diagnose quickly, delve deeper: Troubleshoot platform issues comprehensively. Utilize tools such as Intercom, Knowledge Base, ChatGPT, Loom, or your own creativity to find solutions swiftly.

• Collaborate across teams: Work alongside Product, Engineering, and CX teams to pinpoint issues, document feedback, and implement smarter processes.

• Take charge of the inbox, shape the future: Assume full responsibility for client support inquiries, from initial response to resolution. You'll independently troubleshoot, know when to escalate issues, and keep customers updated with clear, proactive communications. When not in support mode, you're creating documentation, playbooks, FAQs, platform solutions, and more efficient workflows.

⛳️ Requirements

• Minimum of 2–4 years of B2B SaaS experience in support, implementation, or technical account roles, preferably from a rapidly growing startup or scale-up.

• Strong communication skills: You take pleasure in assisting and supporting customers. You communicate clearly, proactively, and in a personable manner, fostering trust through transparency, and always sign off with your name.

• Tech-savvy and innovative: You troubleshoot independently, enjoy learning new tools, and can navigate challenges even in the absence of detailed instructions.

• Proficient in social media: Extra points if you have experience in a social or community-driven platform or simply have a knack for staying ahead of social trends and nuances (including global events—pop culture, politics, and everything in between).

• Builder's mindset: You document your processes, challenge the status quo, and continuously seek to enhance operational efficiency.

• Independent and responsible: You are a self-motivated individual capable of managing your workload, prioritizing tasks effectively, and making informed decisions with minimal supervision. You can navigate ambiguity, ask insightful questions when necessary, and take ownership until tasks are completed.

• High emotional intelligence: You possess a strong EQ with the ability to transform friction into connection.

🏝️ Benefits

• Competitive market-rate compensation along with 4+ weeks of paid time off.

• Opportunities for global team meetings.

• Flexible, fully remote position: Enjoy the advantages of remote work while collaborating with a skilled global team.