Remote AI-Powered Implementation and Support Specialist

Vids Agency; Mexico; On-site; MXN 300,000 - 600,000; Full time

Job summary

Vids Agency seeks a proactive Support/Customer Success professional to own the instant support experience, from live chat to email and Slack integrations. You will work with clients on quick resolutions, implement platform configurations, and coordinate launches for brand partnerships.

Ideal candidates have 2–4 years in B2B SaaS support or customer success, can explain complex tech clearly, and document workflows to improve processes. Remote, international team, growth-driven culture.

Qualifications

• 2–4 years B2B SaaS experience in support or customer success.
• Ability to translate technical issues into understandable solutions.
• Willingness to document workflows and improve processes.
• Experience with social media or community platforms is a plus.
• Strong reliability, prioritization, and accountability.

Responsibilities

• Own the instant support experience via live chat, email, and Slack with fast responses.
• Assist with technical implementations and client launches with Success teams.
• Troubleshoot complex issues across the platform using available tools.
• Document solutions and build scalable support processes.
• Collaborate with Product and Engineering, feeding client feedback.

Skills

Clear communication

Problem solving

Independent worker

EQ & empathy

Tools

Intercom

Slack

Job description

Vids Agency seeks a proactive Support/Customer Success professional to own the instant support experience, from live chat to email and Slack integrations. You will work with clients on quick resolutions, implement platform configurations, and coordinate launches for brand partnerships.

Ideal candidates have 2–4 years in B2B SaaS support or customer success, can explain complex tech clearly, and document workflows to improve processes. Remote, international team, growth-driven culture.