Remote Customer Support Specialist

HireLATAM; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen engagierten Customer Support Specialist, der die Kundenbindung durch proaktive Unterstützung und Schulung fördert. In dieser Rolle werden Sie die erste Anlaufstelle für Kundenanfragen und -probleme sein und dafür sorgen, dass Benutzer das Beste aus der Plattform herausholen. Sie arbeiten in einem dynamischen Umfeld, in dem Ihre Kommunikations- und Problemlösungsfähigkeiten geschätzt werden. Wenn Sie eine Leidenschaft für Kundenservice haben und in einem schnelllebigen SaaS-Unternehmen arbeiten möchten, ist diese Gelegenheit genau das Richtige für Sie.

Qualifications

• Mindestens 3 Jahre Erfahrung im Kundenservice oder technischem Support.
• Starke schriftliche und mündliche Kommunikationsfähigkeiten erforderlich.
• Technikaffin und in der Lage, Softwareprobleme zu beheben.

Responsibilities

• Verantwortlich für die Schulung und Unterstützung neuer und inaktiver Benutzer.
• Schnelle Reaktion auf Kundenanfragen per Chat, E-Mail und Telefon.
• Feedback sammeln und Kundeninteressen im Team vertreten.

Skills

Kundenservice

Technische Unterstützung

Kommunikationsfähigkeiten

Problemlösungsfähigkeiten

Detailorientierung

Proaktive Denkweise

Jira-Kenntnisse

Tools

Jira

Job description

HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity.

Job Title: Remote Customer Support Specialist (100% Work From Home)

Location: Remote from Latin America

Position Type: Full-time

Salary:$1,000 - 1,500 USD/month depending on experience paid via Deel

Schedule: Monday - Friday, 7:00am to 4:00pm Pacific Time

Job Overview:

Our client is a fast-growing SaaS company transforming small to medium size businesses. Their platform helps users streamline their operations, improve cash flow, and reduce stress. They're looking for a Customer Support Specialist who’s proactive, organized, and passionate about helping customers succeed and grow.

As a Customer Support Specialist, you’ll be the face of the company for your portfolio of accounts—responsible for driving onboarding, adoption, satisfaction, and expansion.

Responsibilities:

• Call New and Inactive Users
  
  • Call new sign-ups within 10 minutes and inactive users daily.
    
  • Make at least 30 calls a day to schedule training and help users get started.
    
  • Guide users through onboarding and help them set up key features.
    
• Help Trial Users Become Paying Customers
  
  • Answer trial users' questions and solve their issues quickly.
    
  • Help users integrate and verify their accounts.
    
  • Guide trial users through setup and encourage them to upgrade.
    
• Provide Fast Chat, Email, and Phone Support
  
  • Respond quickly and clearly to customer questions.
    
  • Troubleshoot technical issues and create Jira tickets for bugs.
    
  • Monitor user activity and follow up with at-risk users to prevent churn.
    
• Support Feature Adoption
  
  • Teach users how to get the most from the platform.
    
  • Help increase daily usage and improve long-term customer retention.
    
• Collect Feedback and Advocate for Customers
  
  • Listen to user feedback and document common issues.
    
  • Work with happy customers to collect testimonials and success stories.
    
  • Share customer insights with the team to improve the product.
    
• Report and Track Issues
  
  • Log bugs in Jira with clear documentation (steps, screenshots, details).
    
  • Follow up with engineering to ensure quick fixes and keep customers updated.

Qualifications, Skills and Key Competencies:

• 3+ year’s experience in customer support, SaaS onboarding, or technical support
  
• Strong communication skills (written and verbal)
  
• Tech-savvy and comfortable troubleshooting software
  
• Proactive mindset - comfortable making outbound calls daily
  
• Detail-oriented and organized with good documentation habits
  
• Problem solver who can find practical solutions fast
  
• Familiarity with Jira for creating and managing bug reports

What Success Looks Like for this Role

Daily Activity Minimums

• 20+ outbound calls to new signups and inactive users
  
• Call new signups within 10 minutes of signup
  
• Respond to all chat messages within 5 minutes
  
• Respond to all emails within 15 minutes
  
• Follow up with all trial users per day
  
• Log 100% of valid bugs/issues in Jira same day
  
• Ensure all new users complete basic setup on Day 1

Weekly Activity Minimums

• 100+ outbound calls to new signups and inactive users
  
• 100% of trial accounts contacted before trial expiration
  
• 95%+ of assigned support tickets resolved within SLA
  
• 100% of inactive/at-risk users contacted
  
• 100% Jira tickets fully documented with clear details (steps, screenshots, expected vs. actual behavior)
  
• 2+ customer reviews/testimonials collected (optional stretch goal)
  
• Weekly review of customer dashboards completed by Friday
  
• Update internal notes and next steps for all assigned accounts by end of week

Application Disclaimer: Please Read Before Proceeding

To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.

Voice/Video Recording is REQUIRED
Your applicationCANNOTbe considered without a voice or video recording. It must be at least 30 seconds long and inEnglish. Submissions in any other language or missing a recording will beautomatically disqualified.

Mandatory Knockout Questions
Each application includesknockout questions designed to verify minimum qualifications required by the client. If you answer"NO"to any of these, you will beimmediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.

Apply Wisely
To maintain fairness, please apply tono more than three jobsand only if youfully meet the listed qualifications. Applying to roles you don’t qualify for will not improve your chances and may affect future applications.

Check Your SPAM Folder
All important updates will be sent via email, so be sure to check your inboxand spam/junk folders to avoid missing any communication.

We appreciate your interest and look forward to reviewing your application!