Remote Saas Customer Support Pro — First Contact

Delver Agents Llc; Ciudad de Mendoza; A distancia; ARS 60.582.000 - 102.990.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fully remote

Flexible scheduling

Structured onboarding & training

Growth opportunities

Descripción de la vacante

Delver Agents Llc is seeking a Remote Customer Service Representative to support contractors in a fast-growing SaaS company focused on the construction permitting space. You will be the first point of contact for customers, handling permit filings, account questions, and platform usage from a remote home office.

You should be friendly, independent, and capable of using independent judgment when faced with non-standard scenarios.

Formación

• 2+ years of customer service experience, preferably in phone-based roles.
• Full fluency in English, both spoken and written.
• Comfort using Microsoft Excel and spreadsheets.

Responsabilidades

• Answer inbound customer calls professionally and timely.
• Resolve questions on permit status, document uploads, accounts, and billing.
• Use critical thinking when processes don’t fit the standard playbook.
• Own customer issues through resolution and escalate when needed.
• Follow up with customers by phone or email to confirm resolution.

Conocimientos

Customer service

English proficiency

Excel

Herramientas

GoHighLevel

HubSpot

Descripción del empleo

Customer Support Representative | SaaS Industry | 100% remote

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.

Join our dynamic team as a Remote Customer Service Representative, where your enthusiasm and dedication will elevate client interactions and foster lasting relationships. In this energized role, you will serve as the primary point of contact for clients, ensuring their needs are met with professionalism and care. Your proactive approach will help streamline communication, enhance customer satisfaction, and support the overall success of our client engagement strategies. This paid position offers an exciting opportunity to develop your skills in sales, customer service, and communication—all from the comfort of your home.

Duties

• Act as the main liaison for clients, providing exceptional service through various communication channels
• Manage client inquiries related to insurance sales, benefits administration, and general account questions
• Conduct outbound telemarketing efforts to promote services and identify new sales opportunities
• Negotiate terms and solutions with clients to meet their needs while aligning with company policies
• Support sales administration tasks such as processing documentation, updating records, and tracking client interactions
• Analyze client data to identify trends, improve service delivery, and recommend tailored solutions
• Collaborate with marketing teams to implement strategies that enhance client engagement and retention

Requirements

• Proven experience in outside sales, retail sales, or telemarketing roles with a focus on customer interaction
• Strong negotiation skills combined with excellent communication abilities in multiple languages; bilingual proficiency is a plus
• Familiarity with sales administration processes and analysis skills to interpret client data effectively
• Knowledge of insurance sales or benefits administration is highly desirable
• Exceptional customer service skills with a clear understanding of HIPAA regulations when handling sensitive information
• Ability to work independently in a remote setting while maintaining high productivity and organization
• Multilingual capabilities to serve diverse client populations effectively

Embark on a rewarding journey where your energy fuels exceptional client experiences! We’re committed to supporting your growth through comprehensive training and ongoing development opportunities. Join us today to make a meaningful impact while advancing your career in a vibrant, remote environment.

• Work from home

Work Location: Remote