Senior Remote Customer Support Operations Lead

Pampa Talents; Argentina; Presencial; ARS 2.008.800 - 3.124.800; Jornada completa

Descripción de la vacante

Pampa Talents is hiring a Senior Support Specialist to own day-to-day operations end-to-end, building scalable systems, tooling, and a growing team. You will drive CSAT, SLAs, and playbooks, and partner with Product to resolve issues surfaced through support.

You will work remotely with core hours 8:00 AM – 4:00 PM CT, report to the Chief of Staff, and own escalation paths and knowledge base growth in a fast-growing fitness platform.

Formación

• 4+ years in customer support (preferably SaaS or marketplace)
• 1–2+ years managing or leading a support team
• Proven track record building support infrastructure (processes, tooling, docs)
• Deep hands-on experience with Intercom including workflows and reporting
• Comfortable with AI-powered support tooling and automation

Responsabilidades

• Be the operational owner of Customer Support, accountable for coverage, SLAs, and team's performance across chat and email
• Handle escalations directly, including billing, payment, and urgent event-day issues
• Own CSAT, first response time, resolution time, and ticket volume metrics and report to leadership
• Design and build scalable support infrastructure: SOPs, workflows, and tooling that scale with volume
• Build and maintain knowledge base so teams and hosts can self-serve
• Train and manage support specialists as the team grows
• Establish clear escalation paths between Support, Success, and Product
• Partner with Product on bug reports and user experience issues surfaced through support
• Be the voice of the customer internally to surface patterns and priorities

Conocimientos

Customer support leadership

Intercom experience

Data-driven

Excellent communication

Ownership mindset

AI tooling awareness

Herramientas

Intercom

Descripción del empleo

Pampa Talents is hiring a Senior Support Specialist to own day-to-day operations end-to-end, building scalable systems, tooling, and a growing team. You will drive CSAT, SLAs, and playbooks, and partner with Product to resolve issues surfaced through support.

You will work remotely with core hours 8:00 AM – 4:00 PM CT, report to the Chief of Staff, and own escalation paths and knowledge base growth in a fast-growing fitness platform.