Customer Support Specialist (100% Remote - El Salvador)

If you love helping people, understanding what they need, and making sure they feel backed up and confident using a tool, you’ll fit right in at Metricool.

You’ll work 100% remotely in a fast-growing, international team where we collaborate closely, solve problems without overcomplicating things, and share one clear goal: making social media managers’ lives easier.

Your main mission will be accompanying our users along their journey with us—answering their questions, troubleshooting issues, and giving them practical resources to get the most out of Metricool and their social media strategy.

How you’ll make an impact

In your day-to-day role:

• Chat support with a human touch: Help users solve technical and feature-related questions via chat with clarity, empathy, and zero jargon.

• User guidance: Help users understand how Metricool fits their workflow and guide them toward the plan that best suits their needs.

• Customer feedback: Collect real user feedback and share suggestions with the team to keep improving the platform.

• Internal support: Coordinate incident reports and cross-departmental requests smoothly.

• Helpful resources: Help build and update help guides and support documentation for both internal teams and customers.

As a teammate:

• Build strong, open relationships with your team to stay aligned on user needs.

• Work together to unblock tricky situations and keep things moving.

• Collaborate across departments to brainstorm ideas and improve our support materials.

What your first few months will look like

• First month: You’ll get to know the team, the product, and our processes. We'll make sure you feel supported as you learn how your work directly impacts our users and the business.

• First quarter: You’ll gain confidence, work more autonomously, and start sharing your own ideas to improve how we support our community.

• Long term: You’ll be a core part of the team, managing your workflow comfortably and driving strategies aligned with company goals.

What we’re looking for

• Location: Based in El Salvador

• Experience: Background in Customer Support or client-facing roles. Experience in SaaS and/or digital marketing is a huge plus!

• Education: Training or degree in Digital Marketing or related fields.

• Languages: Advanced/Fluent level in both English and Spanish (additional languages are a bonus).

Nice to have:

• Understanding of digital marketing basics.

• Basic programming/technical knowledge.

How you work:

• User-first mindset: Active listening, real empathy, and patience.

• Clear communication: Ability to explain complex tools in simple, easy-to-understand terms.

• Self-management: Organized and comfortable taking ownership to resolve issues independently.

• Team player: Enjoy collaborating across teams and supporting colleagues.

Why you’ll enjoy working at Metricool

• 100% Remote Environment: Everything we do is designed for remote collaboration using tools like Slack and Google Meet, keeping communication clear and close.

• Competitive Compensation: The salary band considered for this position is between 12,000 and 16,000 USD gross/year, according to the candidate's experience.

• Annual Team Meetups: Once a year, we get together in person to connect, catch up, and spend quality time as a team.

• Language Learning Support: As a global team, we support continuous learning and breaking language barriers. That's why we offer the possibility to improve or learn a new language.

(Benefits may vary depending on contract type and local regulations).

Selection Process

1. First Chat (45 mins) with Sofía (People & Culture Specialist): An informal conversation to get to know each other, talk about Metricool’s culture, the role, and see if our goals align.

2. Second Interview (1 hour) with Bea (Customer Support Manager): A deeper dive into the position, technical aspects, and team fit.

If this sounds like the kind of environment you’d thrive in, we’d love to receive your application!