Support and Implementation 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

You'll be joining one of the fastest-growing AI-powered social engagement platforms, helping brands like Netflix, Red Bull, NARS, and Uber maximize social engagement while keeping communities safe and conversations meaningful.

Our platform combines AI and human expertise to deliver moderation, insights, and customer engagement at scale.

Female-founded. Globally remote. Built for people who solve problems and ship results.

This is not a ticket queue job. This is building support systems that actually work.

What You'll Actually Do

• Own the instant support experience: Live chat, email, Slack integration with fast response times. Real solutions delivered when clients need them most.
• Handle technical implementations alongside Customer Success teams. Set up client accounts, configure platform settings, ensure smooth launches for new brand partnerships.
• Deep troubleshooting across the platform stack: Use Intercom, internal tools, screen recordings, or whatever it takes to solve complex technical issues when the playbook doesn't exist yet.
• Build scalable support processes: Document solutions. Create workflows. Turn every client interaction into repeatable systems that help the team move faster.
• Partner directly with Product and Engineering. Your client feedback influences platform development. Your insights shape feature priorities.

What We Are Looking For

• 2-4 years B2B SaaS experience in support, implementation, or customer success roles. Startup experience preferred.
• Communication that builds confidence. Clear explanations. Proactive updates. You turn technical problems into understandable solutions.
• Technical problem solver who can navigate complex software issues independently and learn new systems quickly.
• Social media and community platform knowledge. Understanding of content moderation, brand safety, or community management is valuable.
• Process improvement mindset. You see broken workflows and fix them. You document solutions that help everyone work smarter.
• Independent and Accountable. You manage your workload, prioritize effectively, and make decisions without constant check-ins.
• Strong people skills. You turn frustrated clients into platform advocates through genuine problem-solving.
• Emotionally intelligent: High EQ with the ability to turn friction into connection.

Who This Is NOT For

• People who want to follow scripts and avoid complexity.
• Anyone looking for a slow-paced corporate support desk.
• Those who need detailed instructions for every task.
• People who think support work is just a stepping stone.

Who This IS For

• Problem solvers who see support as the foundation of great customer relationships.
• Technical minds who enjoy figuring out complex platform configurations.
• People who want their work to directly impact how major brands engage with their audiences.
• Future leaders who want to help define modern customer success operations.

Why This Role Is Different

Be part of a fast-growing AI-first company leading the future of brand protection and community management.

You will help build support operations from the ground up in a fast-growing company. Your processes become the foundation as we scale.

High performers drive their own career path. Lead implementation projects. Shape our AI-first support approach. Advance based on impact, not tenure.

Competitive compensation plus 4 weeks PTO. Remote-first culture with talented international teammates.

This is your chance to build world-class support operations in the AI and social media space.