Implementation & Customer Support Representative

Industry / Sector: B2B SaaS / Local Commerce & Agriculture Supply Chain

Location: Remote (Philippines)

Schedule: Saturday Wednesday 9:00 AM 5:00 PM PST

(Note: Initial 23 week onboarding/training will occur Monday Friday 9:00 AM 5:00 PM EST)

Target Compensation: $1200 $1500 USD / month (commensurate with experience)

Type: Full-Time Remote Contractor

Our client is a fast-growing North American B2B SaaS platform serving local food producers farms and agricultural suppliers. They provide e-commerce inventory and order management tools that help local food systems scale efficiently.

They are seeking a detail-oriented highly organized Implementation & Customer Support Specialist based in LATAM to own account setups and handle front-line customer inquiries.

This is a hybrid operational role positioned between Implementation/Onboarding and Level 1 Technical Support.

The primary focus of this role (60%) is heavy data entry system configuration and account setup for new local suppliers onboarding onto the platform. The remaining focus (40%) involves answering low-level front-line customer support tickets via email live chat and phone.

The ideal candidate possesses exceptional attention to detail thrives in structured data-entry tasks and brings clear friendly written and spoken English when assisting clients.

• Data Entry & Storefront Builds: Input structure and verify large volumes of supplier inventory product catalogs pricing tiers and account settings into the platform with zero error tolerance.
• Customer Onboarding Execution: Execute repetitive detail-heavy setup tasks to get new farms and suppliers live quickly and accurately.
• Database Maintenance: Audit existing account configurations clean up data sets and ensure client profiles remain up to date in HubSpot.

• Email Ticketing (30%): Manage incoming low-level support tickets via HubSpot providing clear step-by-step instructions for routine user inquiries login issues and basic navigation.
• Live Chat & Inbound Phone Calls (10%): Handle routine inbound client calls via Dialpad and live chat delivering empathetic professional verbal support.
• Issue Escalation: Identify platform bugs or complex account bottlenecks document clear reproduction steps and escalate to higher-tier technical teams.

• Experience: 2 years of experience in data entry software implementation e-commerce catalog management or Level 1 customer support for a U.S./Canadian B2B SaaS platform.
• Extreme Attention to Detail: Exceptional precision when managing repetitive high-volume data-entry tasks.
• Communication Skills: Near-native written and spoken English. Comfortable making direct phone calls via Dialpad and writing clean customer-facing email responses.
• Tech Stack Familiarity: Hands-on experience with HubSpot CRM/Helpdesk and cloud telephony tools (Dialpad or similar).
• Schedule Alignment: Located in LATAM with strict availability to work Saturday through Wednesday 9:00 AM 5:00 PM PST (and attend initial training on EST).
• Remote Setup: Dedicated quiet home office equipped with a high-speed fiber internet line reliable computer and noise-canceling headset.

• Stable Long-Term Role: Full-time remote seat with a mission-driven company supporting local farms and food systems.
• Clear Work Scope: Predictable day-to-day balance of structured data management and customer interaction.
• Supportive Environment: Direct alignment with North American operational leaders who value accuracy thoroughness and steady execution.