Customer Support Specialist LATAM

Location: Fully remote LATAM Region

About us:

TyrAds is a leading tech-driven loyalty and rewards platform that partners with businesses to create meaningful and rewarding experiences for their customers. With millions of users across our platforms, we specialize in innovative AdTech solutions powered by big data, machine learning, and deep learning technologies.
Our systems process over 10,000 events per second, delivering real-time insights at scale. We build seamless user experiences across web, Android, and iOS, while leveraging ML/AI to power personalization and advertising effectiveness.
 
We are a team of 90+ employees worldwide and growing, guided by values of transparency, ownership, learning from mistakes, and respect for diverse cultures. Our product development follows Agile methodologies with weekly releases and collaboration tools such as GitHub, Jira, and Slack.

As a Customer Support Specialist, you will be the first point of contact for players and customers, ensuring they receive timely, empathetic, and effective support. You will play a key role in maintaining customer satisfaction, building trust, and sharing insights that help improve our products and services.
Note, that this role requires weekend work.
 

• 2 years of experience in customer support, ideally in gaming, tech, or digital services.
• Strong written and verbal communication skills in English. (tested during recruitment)
• High empathy and problem-solving ability with a customer-first mindset.
• Passion for gaming and delivering exceptional player experiences.
• Comfortable working weekends.

Nice to Have

• Experience using Intercom or similar customer support platforms.
• Previous experience in player support or live operations within the gaming industry.
• Comfortable with spreadsheets and using Google Workspace
• Familiarity with international and remote team collaboration.
• Understanding of rewarded gaming offerwalls, or prior experience supporting users in this space, will be considered a strong advantage.

• Respond to customer enquiries via email and chat in a professional and friendly manner.
• Troubleshoot issues, provide clear solutions, and escalate when necessary.
• Ensure support responses meet brand tone and service level expectations.
• Track recurring issues and contribute to improving FAQs and knowledge base content.
• Share player insights and feedback with internal teams to enhance the overall customer experience.
• Use and optimise support tools (Intercom and others) to handle tickets efficiently.
• Follow workflows and processes to maintain consistency and quality in responses.