Customer Support Specialist

Customer Support Specialist

Job Title: Customer Support Specialist
Location: Buenos Aires Argentina preferred
Work model: Hybrid 3 days per week in office preferred. Strong LATAM remote candidates may be considered.
Hours: Full EST coverage required
Language: Full professional English written and spoken

About the role

We are hiring a Customer Support Specialist for a fast-growing B2B SaaS company focused on business messaging automation and AI-powered communication workflows.

This is not a traditional call center BPO or scripted support role.

This position supports customers who rely heavily on workflow automation to run their operations. Instead of deep custom API projects this team works with customers using no-code and low-code tools internal workflow builders messaging campaigns and communication sequences. The right person is not necessarily an engineer but they should be technically curious fast and comfortable troubleshooting how systems automations and message flows actually work.

You will help customers solve real operational issues such as workflow errors campaign issues messaging delivery problems compliance-related rejections and configuration mistakes while communicating clearly and calmly in a fast-paced support environment.

What youll do

Handle customer conversations through chat email and Zoom

Troubleshoot workflow automations and sequence logic

Help customers configure and optimize messaging campaigns and automated workflows

Investigate delivery issues failed messages and platform errors

Explain technical issues in simple language customers can understand

Coordinate with internal teams when bugs or product issues need escalation

Provide practical workarounds while longer-term fixes are in progress

Support customers using third-party tools such as no-code automation platforms billing tools messaging providers and CRM systems

Proactively monitor account activity and reach out when something looks off

Help customers adopt best practices for automation campaign setup and AI-assisted workflows

What success looks like

Fast professional response times in live chat and email

High customer satisfaction

Strong ownership of issues from diagnosis through resolution

Ability to manage multiple conversations at once without losing clarity

Good judgment on when to solve independently and when to escalate

Proactive behavior not just reactive ticket handling

Tools and environment

You may work with tools and concepts such as:

Internal workflow builders

No-code automation tools like Zapier or Make

Customer messaging/support platforms like Intercom

Bug tracking tools

Telephony and messaging providers

CRM and billing systems

Loom or similar async video tools

Internal documentation platforms

You do not need to know every tool already but you should be quick to learn and comfortable figuring things out.

Ideal profile

Previous experience in SaaS support customer support technical support implementation or customer operations

Strong written English

Comfortable on Zoom with customers

Experience building or troubleshooting automations in Zapier Make or similar tools

Technical curiosity and confidence working through unclear issues

Able to stay calm and organized in a fast-moving environment

Proven examples of proactive problem-solving

Interested in long-term growth into Customer Success Product or Product Marketing

Strong pluses

Experience with messaging products CRM workflows or support platforms

Exposure to compliance or telecom/messaging delivery issues

Experience in industries like staffing healthcare/pharmacy legal or other operationally complex service businesses

Experience with AI tools in customer-facing workflows

Not the right fit

Pure BPO or call-center backgrounds with highly scripted workflows

Candidates with no SaaS or product support exposure

People who need heavy supervision for non-routine issues

Candidates uncomfortable with live customer communication in English

Candidates without any workflow automation exposure

Compensation

Competitive USD-based monthly compensation with a base plus variable component tied to performance and customer outcomes. Exact package depends on seniority and fit. The original brief shows a range around $2000 to $3000 base USD/month with monthly variable on top.

Growth path

This role can lead to Customer Success Product or Product Marketing for strong performers. The environment rewards people who learn the product deeply notice issues early and think like operators not just ticket responders.