Remote SaaS Support Specialist (Weekend & Weekdays)

OperationsArmy; Medellín; Remote; COP 18,000,000 - 30,000,000; Full time

Job summary

OperationsArmy is seeking a Fully Remote Customer Service Representative (Colombia) to support self-serve SaaS users. You’ll respond to inquiries via Slack, email, and ticketing tools, help onboarding, and collaborate with a fast-moving internal team to ensure a smooth user experience.

This 100% remote, full-time role includes weekend coverage; you’ll work across channels and help improve help articles while maintaining SLA targets.

Qualifications

• Experience in a customer support role at a software company (startup or fast-growth SaaS strongly preferred).
• Exceptional written communication skills in English.
• Familiarity with tools like Slack, Intercom, Linear, Jira, Pylon, or similar support and automation systems.

Responsibilities

• Respond promptly to customer inquiries across Slack, support email, and ticketing systems while meeting SLA targets.
• Collaborate with AI-powered bots, escalating complex issues for human resolution as needed.
• Communicate clearly, empathetically, and professionally with users from diverse backgrounds.
• Assist new users with onboarding, answering first-time questions and guiding setup.
• Identify knowledge gaps and contribute to internal documentation and help articles.
• Coordinate with the core team during onboarding phases before transitioning to night shift coverage.

Skills

Written communication

Remote work adaptability

Customer empathy

SLA management

Tools

Slack

Intercom

Linear

Jira

Pylon

Job description

OperationsArmy is seeking a Fully Remote Customer Service Representative (Colombia) to support self-serve SaaS users. You’ll respond to inquiries via Slack, email, and ticketing tools, help onboarding, and collaborate with a fast-moving internal team to ensure a smooth user experience.

This 100% remote, full-time role includes weekend coverage; you’ll work across channels and help improve help articles while maintaining SLA targets.