Technical Customer Support, LATAM

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

📋 Description

• Provide exceptional support to users of our SaaS platform.

• Engage and address diverse technical business solutions for customers in a collaborative team setting, utilizing our shared inbox system to handle inquiries.

• Address customer queries promptly by leveraging a comprehensive understanding of the product's value, functions, features, and the specific needs of the customer’s business.

• Track frequent customer questions and concerns, collaborating with cross-functional teams to propose effective solutions.

• Enable customers to self-serve and assist users in navigating our on-demand success resources.

• Collaborate across various teams — Customer, Marketing, Product, and Tech — to tackle complex challenges.

• Deliver customer support through multiple channels, including chat and video calls.

⛳️ Requirements

• Over 2 years of experience in a Customer Support position, ideally within a SaaS or IT organization.

• Proficient in at least one of the following: API integrations, WhatsApp API, or Agentic AI.

• Outstanding communication skills in both Spanish and English, with a proven capability to comprehend customer inquiries.

• Ability to articulate complex concepts clearly, both verbally and in writing.

• Skillful in probing deeper to uncover the true objectives of customers.

• High degree of empathy — it is essential for our Customer Support Associate to exhibit kindness towards peers and customers.

• Availability to work in a fixed shift schedule.

• Team-oriented mindset coupled with a strong desire for continuous learning, growth, and embracing new challenges.

🏝️ Benefits

• Medical allowance to support your health and wellness needs.

• Flexible working environment tailored to fit your lifestyle, regardless of your location.

• Virtual events such as Talent Shows, Among Us nights, and online game sessions to maintain a sense of fun, no matter where you are!