At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering an amazing work culture that transcends borders. 

About the Job:

Our client, developed by a venture-backed technology firm based in Silicon Valley, is recognized as a leader in construction pricing data, and is looking for a Customer Success & Support Rep  to join their team.

As a member of the Customer Success & Support team you will:

Customer Support Management:

• Oversee all inbound communications via Intercom.
• Respond promptly and professionally to new website leads, trial users' inquiries, and existing subscribers' support questions

User Engagement and Retention:

• Proactively follow up with at-risk users to increase platform usage and prevent churn
• Develop and implement strategies to reactivate unengaged Users

Payment and Subscription Management:

• Follow up on delinquent payments and assist in updating payment methods
• Follow-up with Users who cancel subscriptions to understand reasoning.

Reporting and Analytics:

• Track and analyze key support metrics (e.g., response times, customer satisfaction scores)
• Prepare regular reports on support activities and User Feedback

Product Feedback:

• Gather and communicate User feedback to the product team
• Contribute to product improvement initiatives based on User interactions

Onboarding Support:

• Assist new users in getting started with the platform (as needed)
• Conduct product demonstrations and training sessions (as needed)

Support Infrastructure Development:

• Continuously improve support processes and capabilities
• Identify and implement new tools or features to enhance the support experience

Knowledge Base Management:

• Create, update, and maintain help articles, knowledge base assets, and other documentation
• Ensure all support materials are accurate, up-to-date, and easily accessible

About you:

• Candidates must live in São Paulo, Buenos Aires or Bogotá
• Excellent communication skills, both written and verbal.
• Product obsessed, passionate about how the App can change the lives of our Users.
• Tech-savvy, always finding ways to make your process more efficient and effective.
• Deep familiarity with Customer Support tooling, ie Intercom, ZenDesk, Hubspot.
• Excited by the hustle and grit it requires to be on the frontlines of early product adoption.
• Problem-solver, finding workarounds and removing blockers — you aren’t blocked easily.
• Excited about being a part of a startup environment and rolling up your sleeves to get things done.

​​​​​​​ ​​​​​​​​​​​​​​What’s in it for you?

• Competitive salary based on experience and qualifications, up to $20,000 per year.
• Unlimited PTO
• Flexible working schedule.
• A dynamic and inclusive workplace environment.

This is a Hybrid  job as a contractor