Customer Support Representative | SaaS Industry | 100 remote

Prometeo Talent is ranked as the #1 Recruitment Agency in America and Europe. We excel in connecting companies with exceptional technology and engineering professionals.

We are collaborating with a fast-growing SaaS company transforming the construction permitting industry in the U.S. They serve 5000 licensed contractors across Florida Ohio and Michigan and are looking for a key team member in Latin America to be the first point of contact for their customers and help keep their projects moving.

Were seeking a Customer Support Representative who is friendly reliable and professional and who enjoys solving problems rather than just following scripts.

This is a primarily phone-based role where youll assist contractors with permit filings account management and platform usage. The company values people who understand the reasoning behind processes use independent judgment when situations dont fit the standard playbook and take ownership of finding the best solution.

• Answer inbound customer calls in a professional courteous and timely manner.

• Resolve questions related to permit status document uploads account setup and billing.

• Use critical thinking to determine the best resolution when situations fall outside existing processes.

• Take ownership of customer issues through resolution escalating when necessary.

• Follow up with customers via phone or email to confirm issues are resolved.

• Log all interactions accurately in the CRM system.

• Maintain a thorough working knowledge of the platform and permitting workflows including the reasoning behind key processes.

• Quickly learn and navigate SaaS platforms CRM tools and spreadsheets as part of daily work.

• Meet or exceed individual performance metrics including call volume first-call resolution and customer satisfaction scores.

• Identify recurring issues inefficiencies and improvement opportunities.

• Communicate insights and suggestions to the product and operations teams.

• Minimum 2 years of customer service experience in a phone-based or call center environment conducted in English.

• Full fluency in English both spoken and written.

• Proficiency in Microsoft Excel and confidence working with spreadsheets.

• Reliable high-speed internet connection suitable for full-time remote work and video calls.

• Reliable laptop capable of running multiple browser-based applications at once (desktop computers are not accepted).

• Working webcam for meetings and training.

• Quiet professional and distraction-free home workspace.

• Previous experience with GoHighLevel HubSpot or similar CRM platforms.

• Experience identifying process improvements or contributing to operational improvements in a previous role.

• Competitive full-time compensation based on experience.

• Fully remote role with flexible scheduling options.

• Structured onboarding and ongoing product training.

• A supportive team culture where ideas and initiative are encouraged.

• Clear opportunities for growth within the company.