Customer Support Specialist

Key Responsibilities:

• Provide high-volume inbound support via live chat, email, and phone, with up to 80-100% phone activity.
• Maintain high performance by resolving at least 8 tickets per hour while ensuring top customer satisfaction.
• Collaborate with AI agents and internal teams to improve processes and user experience.

Qualifications:

• 2+ years of SaaS support experience in a contact center or technical support role.
• Proficiency with Zendesk or similar CRM, and ability to navigate deep ticket histories.
• Excellent verbal and written English; bilingual Spanish is a plus.

Work Environment:

• Fully remote role requiring a quiet, dedicated home workspace.
• High-speed internet with minimum 25-50 Mbps download and 5-10 Mbps upload.
• Stable VOIP connection for consistent, high-quality phone calls.

Benefits:

• 401k with company matching, medical, dental, vision insurance, and HSA/FSA options.
• Professional development allowance and ample PTO including volunteer and birthday time off.
• Lifestyle Spending Account for personal well-being and flexible benefits for LATAM employees.