Remote Customer Support Lead - SaaS & Process Improvement

World-Business-Lenders,-Ll; Santa Fe Capital; Remote; ARS 63,611,000 - 90,873,000; Full time

Benefits offered by this job

Fully remote role

Flexible scheduling

Structured onboarding

Ongoing product training

Growth opportunities

Job summary

Prometeo Talent is partnering with a fast-growing SaaS company transforming the construction permitting industry in the U.S. This fully remote role is ideal for an English-fluent customer support professional who can handle permit filings, account setup, and billing while navigating CRM tools.

You’ll learn the platform, resolve issues, and collaborate with product and ops teams to improve processes. Ideal candidates have 2+ years in phone-based customer service, strong Excel skills, and the

Qualifications

• 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.

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.
• 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.
• 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.

Skills

Customer service

English fluency

Tools

GoHighLevel

HubSpot

Microsoft Excel

Job description

Prometeo Talent is partnering with a fast-growing SaaS company transforming the construction permitting industry in the U.S. This fully remote role is ideal for an English-fluent customer support professional who can handle permit filings, account setup, and billing while navigating CRM tools.

You’ll learn the platform, resolve issues, and collaborate with product and ops teams to improve processes. Ideal candidates have 2+ years in phone-based customer service, strong Excel skills, and the