Customer Support Associate (LATAM)

Lensa; United States; On-site; USD 40,000 - 55,000; Full time

Job summary

Lensa is looking for a Customer Support Associate to join Respond.io, a dynamic team focused on providing exceptional support for a fast-growing messaging platform. The role requires bilingual skills in English and Spanish, with responsibilities involving customer engagement, technical support, and team collaboration. You'll thrive in a culture of innovation with a focus on solving real customer problems while enjoying a flexible work environment and competitive compensation.

Benefits

Medical allowance

Flexible working environment

Virtual events and team activities

Highly competitive compensation package

Qualifications

• 2+ years of experience in a Customer Support role, preferably in a SaaS or IT company.
• Ability to speak English and Spanish fluently is a Must.
• Proactive individuals who take initiative.

Responsibilities

• Deliver high quality support and operate as a safety net to customers.
• Communicate and respond to varied technical solutions to customers.
• Empower customers to self-serve and help users navigate resources.

Skills

Communication

Empathy

Time Management

Problem Solving

Teamwork

Job description

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• Resume MUST be in English
  
  

Location: LATAM

Team: Customer Department

Role: Customer Support Associate (LATAM)

Mode: Full-time role

About Respond.io (http://respond.io/)

Respond.io (http://respond.io/) is a fast-growing, award-winning Business Messaging platform revolutionizing how companies communicate with customers across WhatsApp, email, and more. Founded in 2017 and trusted in 127+ countries, we lead key markets in LATAM, EMEA, and APAC. Our diverse team powers innovation that's recognized by G2 and the SME100 Awards. If you're excited about shaping the future and working with a dynamic, global team—this is the place to be.

Our Culture

At respond.io (http://respond.io/), we move fast, work smart, and always keep our customers at the heart of what we do. Here's what we stand for:

• Solve Customer Problems: Every effort must solve real customer pain points. No guesswork—just real feedback and clear value!
• The 80/20 Rule: We focus on 20% of actions that create 80% of the value. Simple is powerful—it gets us moving fast.
• 100% Alignment, 80% Accuracy: We aim 100% team alignment and 80% accuracy. Perfect plans can wait—clear goals come first.
• Be Direct: We give honest feedback, and tackle problems head-on. Clarity moves us forward!
• Own It and Support Each Other: We step up, help out, and drive outcomes—together.
• Build Human Connections: Work is better when we trust, care, and celebrate wins together. We're a team!
  
  

Role Description

At Respond.io (http://respond.io/), Customer Support Associates (Spanish Speaker) -are pivotal to our company's success. You will be the go-to resource for our valued customers to obtain clarification when needed, provide possible workaround and support any technical matters. In this role, your main priority is to drive excellent support and maintain customer satisfaction.

Responsibilities

• Deliver high quality support and operate as a safety net to customers of our SaaS product
• Communicate and respond to varied technical solutions to customers in a team environment, using our shared inbox tool to assist customer's inquiries
• Resolve customer inquiries in a timely manner using full understanding of the product functions, features and customer environment
• Monitor common customer questions/concerns and partner with cross-functional teams to suggest solutions
• Empower customers to self-serve and help users navigate our on-demand success resources
• Working collaboratively across a few teams - Customer, Marketing, Product and Tech to solve complex problems
  
  

Qualifications

• 2+ years of experience in a Customer Support role, preferably in a SaaS or IT company
• Excellent communication skills in English as well as listening skills and the proven ability to understand customer inquiries
• Ability to speak English and Spanish fluently is a Must
• Ability to clearly explain complex ideas verbally and in writing
• Ability to dig deeper to uncover customer's true objectives
• High level of empathy – it's important for our Customer Support Associate to be a good person to peers and customers
• Proactive individuals who take initiative and actively seek out opportunities to contribute and make a positive impact
• Exceptional ability to follow established processes and procedures with precision, ensuring adherence to guidelines
• Excellent organization and time management skills
• Teamwork mentality and willingness to assist wherever needed
• Requires minimal supervision
• Experience with video calls, voice calls, and live chat support
  
  

Here's what's in for you

• You will become part of an amazing culture with smart, collaborative teammates who actually care about each other's growth and success.
• You will grow more here than you would anywhere else, that is a promise.
• Virtual events like talent shows, Among Us nights, and online game sessions to keep the fun going, no matter where you are!
• We offer a highly competitive compensation package.
• You'll receive a medical allowance to support your health and wellness needs.
• Flexible working environment and working hours that fit your lifestyle, wherever you're based.
  
  

If you have questions about this posting, please contact [e-mail]

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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