(fluent English) SaaS Customer Support Consultant (remote, LATAM)

SupportYourApp; United States; Remote; USD 40,000 - 70,000; Full time

Benefits offered by this job

Compensation in USD

Remote work

Job summary

SupportYourApp, a global Intelligent Support-as-a-Service leader, is hiring a SaaS Customer Support Consultant (remote, LATAM). You will deliver outstanding customer support via emails and calls, diagnose issues, and collaborate with Product and Engineering to improve user experience.

We require excellent English (C2), SaaS support experience, and strong troubleshooting. This full-time, remote role offers USD compensation and an inclusive international environment, with a focus on quick

Qualifications

• Excellent English skills (C2) in speech and writing.
• Experience in SaaS or technical support environment.
• Experience with ticketing systems (Zendesk or similar).
• Strong troubleshooting and problem-solving abilities.
• Clear, professional, empathetic communication and time management.
• Ability to work with cross-functional teams and customers.

Responsibilities

• Deliver customer support via emails and calls.
• Diagnose, troubleshoot and triage issues to resolution.
• Respond to inquiries with clear, timely solutions.
• Manage open support cases and track unresolved issues.
• Escalate complex issues to appropriate teams.
• Provide status updates to customers and stakeholders.
• Document troubleshooting steps and learnings.

Skills

Customer support

SaaS experience

Zendesk

Troubleshooting

Stakeholder management

Communication skills

Remote collaboration

CRM proficiency

Tools

CRM systems

Job description

(fluent English) SaaS Customer Support Consultant (remote, LATAM)

Sep 24, 2026

Who are we?

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions?

Join our community as a SaaS Customer Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes.

What you will do:

• Deliver outstanding customer support via emails and calls;
• Diagnose, troubleshoot and triage customer-reported issues, driving investigations through to resolution or appropriate escalation;
• Respond to customer inquiries and provide clear, timely solutions, with a strong focus on resolving common Tier 1 support requests.
• Manage open support cases, ensuring unresolved issues are actively tracked and updated;
• Escalate complex or high-priority issues to the appropriate team when needed;
• Proactively communicate status updates to customers and internal stakeholders, ensuring transparency and timely follow-through;
• Document troubleshooting steps, root causes, resolutions and customer feedback to support knowledge sharing and continuous improvement;
• Collaborate with Product, Engineering, and Customer Success teams to investigate complex issues and improve the overall customer experience;

What you need to succeed in this role:

• Excellent English skills (C2 for both spoken and written);
• Previous experience in a customer support role within a SaaS, software or technical environment is a must;
• Experience using ticketing systems such as Zendesk or similar support platforms;
• Strong troubleshooting and problem-solving skills;
• A sense of urgency and the ability to manage tasks through to completion;
• The ability to communicate clearly, professionally and empathetically with customers;
• Strong stakeholder management skills, with the ability to work effectively across teams and customer groups;
• A customer-focused mindset with a commitment to delivering a positive support experience;
• Basic computer skills and ability to work with CRM systems and support tools;
• Commitment to delivering high-quality customer service and meeting performance targets;
• Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload);

Will be a great plus:

• Logistics industry knowledge or experience is a strong advantage;

Benefits and Perks:

• This is a full-time position: Monday–Friday, from9:00 PM to 05:00 AM, (EDT/GMT-4);
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also –internal health policy;
• Responsive leadership interested in your growth and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.

We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.

Internal job code: 30L

SupportYourApp

An Intelligent Support-as-a-Service company that provides secure technical, customer support and CX services.

SupportYourApp is a global Support-as-a-Service provider, delivering tailored customer and technical support solutions with over 1,200 experts in 60+ languages since 2010.

IT Services and IT Consulting Professional Services

Company size 1,001–5,000 employees

Company type Privately held Founded 2010

Total funding 0 Series Unknown

Momentum

Team growth

Momentum

Team growth

11% in 12 mo

596 employees on LinkedIn

Oct 22 Mar 26

Capital

Funding history

Series Unknown

Jul 2022

Series Unknown

Oct 2017

Seed

Feb 2014

Footprint

Where they work

Headquarters Wilmington, Delaware