Remote Customer Success Agent - Flexible Hours & Growth

Virtustant; Buenos Aires; Ibrido; ARS 64.907.000 - 80.361.000; Tempo pieno

Descrizione del lavoro

SupportYourApp is a global Intelligent Support-as-a-Service leader hiring a Customer Support Consultant. You will deliver email support in Spanish and English, manage tickets for a Spanish tire retailer, and maintain high-quality service while following SOPs.

This remote, full-time role offers USD compensation and a multicultural, international team. You will handle 80 tickets per day, resolve issues, and contribute to customer happiness and KPI attainment in a fast-growing SaaS environment.

Competenze

• Minimum 2 years of customer service experience in a phone-based or call center environment, conducted in English.
• Full fluency in English, both spoken and written.
• Proficiency in Microsoft Excel and confidence working with spreadsheets.

Mansioni

• Answer inbound customer calls in a professional, courteous, and timely manner.
• Resolve questions related to permit status, document uploads, account setup, and billing.
• Use critical thinking to determine the best resolution when situations fall outside existing processes.
• Take ownership of customer issues through resolution, escalating when necessary.
• Follow up with customers via phone or email to confirm issues are resolved.

Conoscenze

Bilingual Spanish-English

Attention to detail

Research skills

Proactive attitude

Customer service

Strumenti

Freshdesk

Descrizione del lavoro

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions? Let’s see what it takes.

Join our community as a Customer Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes.

What you will do:

• Deliver outstanding customer support via email (Freshdesk) for a Spanish tire retail company;
• Handle requests such as order cancellations, address or quantity changes, proof of payment, delayed deliveries, invoice and reimbursement requests, and order tracking;
• Process around 80 tickets per day while maintaining high quality standards;
• Follow internal procedures and SOPs;
• Collaborate with internal teams and Team Leads to ensure efficient issue resolution;
• Handle sensitive customer data with care and security;
• Apply the latest and greatest customer happiness practices;
• Maintain deep understanding of client solutions and meet KPI.

What you need to succeed in this role:

• Excellent Spanish and English (C1 or higher), both written and spoken;
• At least 12 months of experience in customer support;
• Hands-on experience with Freshdesk;
• Strong attention to detail and research skills;
• Positive, proactive and responsible attitude;
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps-download and 40 Mbps-upload).
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also – internal health policy;
• Responsive leadership interested in your development and long‑lasting cooperation;
• Greenhouse conditions for self‑development;
• A culture built on trust, with no time‑tracking requirements.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

Over 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

We are collaborating with a fast‑growing SaaS company transforming the construction permitting industry in the U.S. They serve 5,000+ licensed contractors across Florida, Ohio, and Michigan, and are looking for a key team member in Latin America to be the first point of contact for their customers and help keep their projects moving.

What We’re Looking For

We're seeking a Customer Support Representative who is friendly, reliable, and professional, and who enjoys solving problems rather than just following scripts.

This is a primarily phone‑based role where you'll assist contractors with permit filings, account management, and platform usage. The company values people who understand the reasoning behind processes, use independent judgment when situations don't fit the standard playbook, and take ownership of finding the best solution.

Key Responsibilities

• Answer inbound customer calls in a professional, courteous, and timely manner.
• Resolve questions related to permit status, document uploads, account setup, and billing.
• Use critical thinking to determine the best resolution when situations fall outside existing processes.
• Take ownership of customer issues through resolution, escalating when necessary.
• Follow up with customers via phone or email to confirm issues are resolved.

Documentation & Platform Knowledge

• Log all interactions accurately in the CRM system.
• Maintain a thorough working knowledge of the platform and permitting workflows, including the reasoning behind key processes.
• Quickly learn and navigate SaaS platforms, CRM tools, and spreadsheets as part of daily work.

Performance & Continuous Improvement

• Meet or exceed individual performance metrics including call volume, first‑call resolution, and customer satisfaction scores.
• Identify recurring issues, inefficiencies, and improvement opportunities.
• Communicate insights and suggestions to the product and operations teams.

Requirements

• Minimum 2 years of customer service experience in a phone‑based or call center environment, conducted in English.
• Full fluency in English, both spoken and written.
• Proficiency in Microsoft Excel and confidence working with spreadsheets.

Equipment & Technical Requirements

• Reliable high‑speed internet connection suitable for full‑time remote work and video calls.
• Reliable laptop capable of running multiple browser‑based applications at once (desktop computers are not accepted).
• Working webcam for meetings and training.
• Quiet, professional, and distraction‑free home workspace.

Preferred Qualifications

• Previous experience with GoHighLevel, HubSpot, or similar CRM platforms.
• Experience identifying process improvements or contributing to operational improvements in a previous role.

What We Offer

• Competitive full‑time compensation based on experience.
• Fully remote role with flexible scheduling options.
• Structured onboarding and ongoing product training.
• A supportive team culture where ideas and initiative are encouraged.
• Clear opportunities for growth within the company.

(Fluent English) Customer Support Consultant (remotely)