Customer Support Specialist (LATAM)

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.

💬 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

💻 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