About Us
At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
About Our Client
Our client is a growing SaaS company providing software solutions for businesses.
About the Role
Our client is looking for a Customer Support Representative to own Tier 1 customer support through Intercom as their customer and support volume continues to grow.
The ideal candidate should be comfortable learning software products, working independently in a small SaaS environment, and providing fast, high-quality support. They should also have the initiative to identify recurring issues and suggest ways to improve the support process.
Responsibilities
- Provide Tier 1 customer support through Intercom
- Monitor customer conversations and ensure questions are answered accurately and satisfactorily
- Review conversations handled by Intercom's AI agent, FIN, and step in when needed
- Learn and become comfortable with the company's software and its functionality
- Research and provide accurate answers to customer questions
- Identify recurring issues and opportunities to improve documentation, processes, or the product
- Share customer feedback and patterns with the team
- Potentially support more complex customer conversations and calls as the role develops
What We're Looking For
- Previous experience in customer support
- Experience supporting customers through chat or another text-based channel
- Experience working with software or CRM tools from a support perspective
- Experience with Intercom is a plus
- Experience working at a startup or SaaS company is strongly preferred
- Strong written and spoken English communication skills
- Strong critical thinking and problem-solving skills
- Ability to work independently and take initiative
- Strong conflict resolution and customer service skills
- Comfortable learning and working with software
- Curiosity and comfort using AI tools to improve efficiency
- A continuous-improvement mindset and ability to identify ways to make support processes more effective
Work Schedule
- Fully remote opportunity
- Full-time position
- Monday–Friday
- 8 AM–5 PM Mountain Time
- Includes a 1-hour lunch break
Compensation & Time Off
- Compensation: $1,500–$1,800 USD per month
- 2 weeks of PTO per year
- US holidays are observed
Hiring Process
- 8-minute Hireflix video interview
- Interview with the hiring manager
- Interview with the CEO
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