CS Specialist

Position: Customer Support Specialist

Location: LATAM (Buenos Aires Argentina strongly preferred - hybrid 3 days per week in office)

Type: Direct contractor hire

Working Hours: Fully available EST hours

About Us:

We provide internal workflow builders and no-code automation tools that allow businesses to run their operations efficiently. We empower our customers to connect their systems trigger actions and automate their text messaging and communication processes.

The Opportunity:

This is not a traditional help desk or BPO role; it is a highly technical fast-paced customer-facing position. You will join our existing team in LATAM where we are building a real in-office culture with a strong preference for a hybrid setup in Buenos Aires.

In this role you will own a crucial segment of customers who rely heavily on workflow automation. You will act as an operator who understands how automated workflows are built how they break and how to fix them without needing an engineer involved.

Are You:

• Technically curious: You are genuinely curious about how software works and go beyond surface-level product knowledge to understand integrations data flows and why things break.

• Proactive by default: You do not wait to be asked; you notice things like usage drops or workflow gaps and act on them independently.

• An exceptional communicator: You possess full English fluency and can clearly explain complex technical issues in plain language on chat and live video calls.

• Driven by an ownership mindset: You hold the customer while you investigate issues acting fast and independently under pressure without needing constant supervision.
  
  

Key Responsibilities:

• Build configure and troubleshoot automated workflows using the internal workflow builder and no-code tools like Zapier.

• Shadow senior team members on customer calls and handle Intercom support tickets with a senior teammate available during your first 30-60 days to master the platform.

• Read system logs to determine whether a message failed due to a customer setting a platform bug or a telecom carrier blocking it.

• Diagnose real problems such as workflow misconfigurations campaign errors or compliance rejections and resolve conversations in under five minutes on chat.
  Log bugs with the engineering team via Linear send the customer an interim workaround and follow up when the fix is live.

• Walk a customer through installing a browser tool step by step on a live Zoom video call while simultaneously managing multiple other open customer conversations in Intercom.

• Contact third-party telecom providers directly to investigate why messages are not being delivered and manage that process end to end on behalf of the customer.
  
  

Requirements:

• Must have prior experience working in a SaaS environment ; backgrounds exclusively in BPO call centers or scripted support are not a fit.

• Experience building and troubleshooting automated workflows using no-code tools like Zapier Make or similar platforms is strongly preferred.

• Ability to work fast and independently under pressure to meet strict live SLAs including an Intercom chat response time of under 2 minutes.

• Full English fluency (written and spoken) is required.

• Must be fully available during EST hours.
  
  

What We Offer:

• Variable compensation paid monthly based on CSAT score median time to close and proactive account goals.

• Direct contractor hire structure with WeWork office access in Vicente Lopez Buenos Aires.

• Merit-based advancement with compensation and level reviews triggered by hitting goals for 4 consecutive months offering fast promotion paths into Customer Success Product or Product Marketing.