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

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, from 9:00 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.

So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us!

Over 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

Know someone perfect for the role? Refer them and get rewarded!

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