Customer Support Representative (SaaS)

Hustler Marketing; Colombia; A distancia; COP 33.480.000 - 50.220.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation

Paid annual leave

Statutory benefits

Payroll and statutory benefits

Descripción de la vacante

A leading digital agency is seeking a Customer Service Representative to provide empathetic and professional support to users of digital platforms. The role requires a minimum of 2 years of customer support experience, ideally in SaaS or tech environments, with strong communication skills in English. This is a full-time role with competitive compensation and benefits, including paid leave.

Formación

• Minimum 2 years of customer support experience in SaaS or tech/digital industries.
• Proven experience handling high volume of user interactions via email, chat, or tickets.
• Exceptional business-level English communication skills.

Responsabilidades

• Responding to incoming user queries via email, chat, and ticketing systems.
• Troubleshooting common usage, account, or billing issues.
• Diligent follow-ups to ensure resolution of support cases.

Conocimientos

Strong communication skills

Problem-solving

Empathy

Time management

Organizational skills

Team player

Educación

Bachelor's degree or equivalent work experience

Herramientas

Zendesk

Intercom

Freshdesk

Salesforce

Descripción del empleo

We're part of a leading Recruitment-as-a-Service (RaaS) network powered by Hustler Marketing. Hustler Marketing is a full-service digital agency serving eCommerce stores and B2B brands globally, specializing in email & SMS marketing, UGC ads, creative production, and high-quality talent placement.

What sets us apart is our values: bold creativity, data-driven decision making, and a linchpin mindset. Nearly 75 clients across 5 continents trust us not only for campaigns, but also for building strong, scalable teams that drive long-term growth.

As we expand our RaaS (Recruitment As A Service) talent pool, we're seeking stellar Customer Service Representatives who combine empathy, problem-solving, and professionalism. Your role will be central in supporting digital companies that collaborate with Hustler Marketing to build world-class customer experience teams.

About The Role

As a Customer Service Representative within our RaaS talent pool, you'll serve as the front line of support for users of digital platforms. Depending on client's and partner's requirements, you will manage queries through chat, email, ticketing systems, and occasionally phone, ensuring every interaction leaves a positive, professional impression.

You'll be expected to master products quickly, resolve account-level issues, escalate when needed, and collaborate with internal client teams to close feedback loops. The role demands attention-to-detail, patience, product knowledge, good communication and the ability to act autonomously, all while upholding high standards for company's success.

Mission Statement

The mission of this role is to ensure every user interaction reflects the quality promise of our RaaS network: fast, accurate, empathetic, and proactive support. You'll play a crucial role in protecting client relationships, improving user satisfaction, and ensuring customers remain loyal and supported.

General Responsibilities

• Responding to incoming user queries (email, chat, ticketing), delivering solutions that are clear, helpful, and timely
• Troubleshooting common usage, account, or billing issues with confidence
• Escalate more technical or non-standard issues to specialist or product teams when needed
• Diligent follow-ups to ensure complete resolution of support cases
• Document interactions clearly in the support or CRM system; ensure records are accurate and helpful
• Contributing to knowledge base materials, FAQs, and support content to improve self-service for users
• Identifying patterns of issues and reporting feedback to product/operations teams for continuous improvement
• Upholding service level expectations and maintaining consistency in tone, empathy, and brand standards

Position Specifications

• Full-time commitment, 8 hours per day
• Availability during appropriate office hours depends on the client's time zone (often European or US hours)
• Competitive compensation with potential for additional benefits
• Full employee status with payroll, statutory benefits, and employment compliance
• Paid annual leave and sick leave
• Standard notice period according to the employment contract

Requirements

You are a dedicated support professional with strong communication skills and a customer-first mindset. Having 2+ years of experience in customer service, ideally within SaaS, tech, or digital-product environments.

• Minimum 2 years of customer support experience (SaaS or tech/digital industries preferred)
• Proven experience handling high volume of user interactions via email, chat, or tickets
• Familiarity with one or more support/CRM systems (e.g., Zendesk, Intercom, Freshdesk, Salesforce)
• Strong written and verbal English
• Ability to learn software and product workflows quickly
• Comfortable working remotely and coordinating across time zones
• Educational qualification: Bachelor's degree or equivalent work experience preferred
• Exceptional business-level English communication skills
• Self-starter with proven ability to work autonomously with minimal team overlap
• Team player motivated by achieving clearly stated stretch goals
• Excellent time management and organizational skills
• Diplomatic and persuasive communication style