Posted today
Job Description
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 US-based SaaS company serving the staffing and recruiting industry. Their platform helps staffing companies and franchise businesses communicate with candidates and clients through AI-driven messaging, workflow automation, and no-code tools. Support for their SMB and franchise customer base, plus platform-wide support, is handled by a dedicated Customer Support team working closely with Customer Success and Deployment teams.
About the Role:
Join our US client on their mission to help businesses run better, faster operations through AI-powered tools. We are looking for a Customer Support Specialist to join their support team and act as the front line for their SMB and franchise customers. This is not a help desk or ticket-queue role: Specialists troubleshoot workflow automations, dig into system logs, resolve telecom and compliance issues, run live trainings, and think like operators who understand how automations are built, how they break, and how to fix them. This role is deliberately built as a launchpad: strong performers are regularly promoted into Customer Success, Product, or Product Marketing roles within the company.
Note: This is a remote or hybrid, direct contractor role, depending on candidate location (details below).
Location:
Buenos Aires, Argentina: hybrid, 3 days per week required at a coworking space in Vicente Lopez, where the existing team is based.
Cordoba, Argentina: hybrid, currently 2 days per week in office, moving to 3; candidates must be open to 3 days.
Rest of Argentina: remote.
Rest of Latin America: remote, with a higher bar for English fluency and clear evidence of working independently.
All candidates must be fully available during EST hours.
Key Responsibilities:
Respond to customer support conversations via chat and email, meeting strict response time targets (chat under 2 minutes, email within 1 to 2 hours).
Investigate technical issues by reading system logs to determine whether a problem is a customer setting, a platform bug, or a third-party (carrier) issue, and communicate a clear answer while the investigation is still running.
Build, configure, and troubleshoot workflow automations for customers using no-code tools such as Zapier and the platform's internal workflow builder.
Resolve telecom and messaging compliance issues, including account verification and delivery failures, and explain the resolution to customers in plain language.
Deliver live trainings over Zoom, walking customers through the platform step by step, while managing other open conversations in the queue.
Run iteration and feedback sessions on AI agent deployments, collecting results and pushing fixes with engineering.
Log bugs and product gaps with engineering, provide customers with workarounds in the meantime, and follow up once fixes ship.
Escalate issues with full ownership: write a clear summary, give the customer a timeline, chase the fix, and close the loop, rather than handing off and moving on.
Monitor customer usage proactively and reach out when something looks wrong, before the customer has to ask.
What We're Looking For:
Experience in a fast-paced, technical customer support or product support role, ideally in SaaS; scripted or BPO/call-center support backgrounds are not a fit.
A track record of following through on unglamorous tasks to full closure, without being asked twice.
Demonstrated ability to teach yourself new tools, systems, or domains quickly, through documentation and trial and error.
A proactive mindset: comfortable noticing a problem before the customer reports it and acting on it.
Comfort working under live response-time targets and managing multiple open conversations at once without losing composure.
Hands-on experience building or troubleshooting automated workflows (Zapier, Make, or similar) is a strong plus; at minimum, candidates should understand conceptually how triggers, actions, and filters work.
Excellent written and spoken English communication skills, and a confident, engaged presence on camera for customer-facing Zoom calls.
Genuine ambition to grow beyond a support function, into customer success, product, or a related path.
Perks – What's in It for You?
Competitive compensation in US dollars. Please note that the final salary offer may vary based on the candidate's seniority, specific skill set, and performance throughout the evaluation and interview process.
Performance-based variable pay reviewed monthly, plus compensation and level reviews tied to consistent goal achievement rather than tenure.
A defined internal growth path into Customer Success, Product, or Product Marketing roles.
24 PTO business days per year to cover vacations and local holidays
Office access provided for hybrid locations.
Excellent and dynamic work environment.
Career development opportunities.