Customer Support Specialist (LATAM)

🌍 COMPANY OVERVIEW

We are partnering with a fast-growing SaaS company focused on workflow automation, customer communication, and operational efficiency for businesses across the US market.

The company operates in a high-performance, product-driven environment where customer support goes far beyond traditional ticket handling. This role is ideal for candidates who enjoy solving technical problems, working with automation tools, and supporting customers in a fast-paced SaaS environment.

Unlike traditional support teams, the company works closely with customers using no-code automation workflows, integrations, AI-powered tools, and communication platforms to run critical business operations.

This is a strong opportunity for ambitious professionals looking to grow into Customer Success, Product, or Product Marketing functions over time.

🛠️ RESPONSIBILITIES

💬 CUSTOMER SUPPORT & TROUBLESHOOTING

• Provide fast and professional support via chat, email, and Zoom calls
• Investigate and resolve customer issues related to:
• workflow automations
• messaging campaigns
• telecom/carrier delivery problems
• compliance rejections
• platform configuration issues
• Diagnose whether issues are caused by user settings, platform bugs, or third-party providers
• Communicate clearly with customers while investigations are ongoing

⚙️ WORKFLOW AUTOMATION SUPPORT

• Build, configure, and troubleshoot no-code workflows
• Assist customers with automation tools such as Zapier and internal workflow builders
• Configure triggers, filters, actions, and automation logic
• Help customers optimize sequences, campaigns, and AI agent setups

🤝 CROSS-FUNCTIONAL COLLABORATION

• Escalate bugs and technical issues to engineering teams
• Coordinate with telecom providers regarding delivery and compliance issues
• Provide customers with workarounds and follow up once fixes are implemented

📈 PROACTIVE CUSTOMER MANAGEMENT

• Monitor customer activity and identify potential issues before customers report them
• Reach out proactively when usage drops or workflows appear inefficient
• Recommend better workflows and automation improvements
• Support customers within specific industry verticals such as staffing, pharmacy, and others

✅ REQUIREMENTS

💻 SAAS SUPPORT EXPERIENCE (REQUIRED)

• Previous experience in a SaaS support environment is mandatory
• Candidates from traditional BPO/call center/scripted support environments will not be considered
• Comfortable supporting constantly evolving products with unique customer setups

🔧 AUTOMATION & TECHNICAL SKILLS

• Experience with no-code automation platforms such as Zapier, Make, or similar tools
• Understanding of:
• triggers
• filters
• actions
• workflow logic
• troubleshooting failed automations
• Technical curiosity and ability to independently learn new systems quickly
• Comfortable working with integrations, logs, and error messages

🗣️ COMMUNICATION SKILLS

• Excellent written and spoken English
• Ability to explain technical issues in simple, customer-friendly language
• Comfortable leading Zoom calls, onboarding sessions, and troubleshooting walkthroughs

🚀 WORK STYLE

• Comfortable managing multiple conversations simultaneously
• Strong problem-solving and prioritization skills
• Proactive mindset with a strong sense of ownership

📍 LOCATION & WORKING STRUCTURE

• Buenos Aires, Argentina preferred (hybrid model, 3 days/week in office)
• Other LATAM locations may be considered for strong candidates
• Full availability during EST business hours is required
• Direct contractor engagement only