Senior Technical Support Specialist (Global Remote)

Passion.Io; A distancia; MXN 716,000 - 1,075,000; Jornada completa

Descripción de la vacante

A leading technology platform for creators, located in Mexico, is seeking a Senior Technical Support Specialist to deliver exceptional Tier 2 support and drive process improvements. The ideal candidate will have 3-4 years of technical support experience, preferably in the SaaS and creator space. Join a mission-driven team that values innovation, offering flexibility to work remotely and a supportive environment for continuous growth and development.

Servicios

Work From Anywhere

Regular international gatherings

Career coaching and training

Flexible equipment policy

Paid parental leave

Generous paid vacation

Formación

• 3-4 years of technical support experience in SaaS, ideally in the Creator space.
• Experience with HubSpot and remote, globally distributed teams.
• Track record of cross-functional collaboration.
• Self-motivated in ambiguous situations.
• Passion for helping non-technical customers.

Responsabilidades

• Deliver outstanding Tier 2 support to customers.
• Identify improvement potentials in customer support processes.
• Provide top-notch tech support, resolving issues quickly.
• Engage with products to suggest improvements.
• Work during US time zones for optimal support.

Conocimientos

Technical Support

Collaboration

Problem-solving

Customer Focus

Herramientas

HubSpot

Descripción del empleo

Coming Soon!

Senior Technical Support Specialist at Passion.io

Are you ready to join the niche-leading platform for creators and take our technical support to the next level?

BUT.

We don't just need any Technical Support Specialist.

We need someone who thrives on improving processes and solving complex puzzles.

Someone who enjoys tackling challenges the way others enjoy a favorite hobby, constantly finding joy in crafting mind-bending solutions that elevate the customer support experience to new heights.

If you're passionate about delivering exceptional support and always eager to innovate and refine, Passion.io is your perfect home!

Join our dynamic team and be part of a revolution that empowers creators and changes lives!

What you can expect

Imagine being at the forefront of customer satisfaction, where your expertise turns challenges into triumphs.

Here’s how you’ll make your mark

• Be the Tech Guru : Deliver outstanding Tier 2 support, delighting customers with your technical expertise.
• Continuous Improvement Enthusiast : Identify improvement potentials in customer support processes, driving efficiency and enhancing the customer experience.
• Customer Hero : Provide top-notch tech support, resolving issues quickly and effectively while maintaining high satisfaction scores.
• Product Interaction Pioneer : Engage with our product, providing proactive suggestions for improvement through root cause analysis and feedback.
• Sync with the Stars : Enjoy working during US time zones (ET or PST), making sure our customers get stellar support exactly when they need it!

Requirements

What you bring to the table

Are you the problem-solver we've been searching for?

Here’s what you need

• Proven Expertise : 3-4 years of technical support experience in SaaS, ideally in the Creator space, handling customer inquiries and resolving complex issues.
• Technical Proficiency : Experience with HubSpot and working with remote, globally distributed teams.
• Collaboration Maestro : Track record of cross-functional collaboration with engineering, sales, and other teams.
• Self-Motivated Problem-Solver : Thrives in ambiguous situations and driven by improving processes and solving recurring problems.
• Customer Focus : A passion for driving value for customers - helping non-technical customers with technical products and identifying upsell opportunities.

Skills that set you apart

Do you have the special qualities that make you stand out?

Here’s what will make you shine

• Creator Economy Insight : Experience in the Creator space and familiar with its unique challenges.
• Process Improvement Pro : A knack for identifying and implementing improvements in Help Centers or data quality.
• Tech Innovator : Experience with AI chatbots or enhancing self-service efficiency.
• Customer Success Driver : A history of working with CS teams that proactively drive value and upsell opportunities.

Benefits

Why Passion.io is your Perfect Fit

Passion.io isn't just a workplace; it's a movement!

Our mission is to empower creators to launch impactful mobile apps at a fraction of the cost.

Here’s why our international, remote team of 70 people loves being a part of Passion.io

• Work From Anywhere : Full flexibility to work from wherever you choose.
• Global Adventures : Join us for regular international gatherings at amazing venues.
• Autonomous Success : Thrive in an entrepreneurial work style where success is measured by results, not hours clocked.
• Continuous Growth : Experience a steep learning curve with regular career coaching, internal and external training, and support for conferences, courses, and books.
• Your Voice Matters : Work in an open, honest, and creative environment where your opinion is highly valued.
• Top-Notch Gear : Benefit from a flexible equipment policy with an annual budget renewal.
• Co-Working Support : Prefer working from a co-working space? We’ll help cover the costs.
• Generous Time Off : Enjoy 24 days of paid vacation plus 10 days of "Celebration Leave" for holidays that matter to you.
• Family First : Take advantage of our generous paid parental leave.

We're excited to share the path you'll take as you explore this opportunity with us.

Here’s what your adventure will look like

• Initial Discovery : Connect with our Talent team (Monique or Daizy), for a brief discovery call to explore the opportunity.
• Deep Dive : Engage in a detailed technical discussion with our Customer Success Lead, Jarret.
• Showcase Your Skills : Dive into a practical task designed to let you shine.
• Collaborative Insights : Meet with Eva who is our Head of Operations, to uncover your method of success in potent

You’ll get the chance to resolve technical issues, demonstrating your prowess and problem‑solving capabilities with real‑world scenarios.