Customer Support & Operations Coordinator

Customer Support & Operations Coordinator

• Remote (Latin America-based)

• Compensation: 2,000 - 2,800 USD/month, depending on experience

• Full-time contractor role, 9:00 AM–5:00 PM EST or CST

• Tech Stack: Zendesk, Discord, Google Play and Apple AppStore; familiarity with AI-forward products is a plus

At Near, we connect top talent in Latin America with exciting remote opportunities at U.S.-based companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.

About the Company

Our client is an AI-powered personal growth and mentoring company focused on helping people make better decisions, gain clarity, and create meaningful change. Unlike traditional AI coaching apps, our client combines structured coaching frameworks, psychometric assessments, and behavior-change science to drive measurable progress rather than simply providing conversational support. Since launching in Q4 2025, the company has grown rapidly to tens of thousands of users globally. 

About the Role

We're looking for a Customer Support & Operations Coordinator to own our customer-facing experience end to end. People come to our client’s app when they're trying to change something real, and when they write to us they're usually in the middle of it. Our job is to meet them there. Support here is human, grounded, and realistic.

This is an execution role: you're in the ticket queue, talking to real people, learning the product and our voice. As you get settled and show you can operate at a high level, you'll take on more surfaces, more independence, and eventually a real hand in how this function gets built. You'll thrive here if you genuinely enjoy talking to customers, take pride in doing it well, and are curious about the operations work behind the scenes.

You should also expect to flex. We're a small team, and some weeks you'll pick up projects outside the support queue — reporting, data cleanup, campaign QA, process work. That's one of the better parts of this role: it's real exposure to how operations run at a growing company, and it builds a broader ops skill set that's hard to get this early in a career.

You Will

• Own the support queue. Resolve inbound tickets in Zendesk on account access, subscriptions, billing, and product questions — accurately, in our voice, same-day.

• Run our member community. Moderate and engage our Discord community. Keep it healthy, answer questions in public, surface what needs escalating.

• Respond to App Store and Google Play reviews. Including the unhappy ones, in a way that reflects well on the brand.

• Handle billing disputes. Draft and submit Stripe dispute evidence using our existing templates and tooling.

• Triage and route. Separate billing from product from technical, gather clean context, and escalate to Engineering or Product with enough detail to act on.

• Spot patterns and flag them. As you build product knowledge, help improve the macros, help-center content, and automations that cut down repeat tickets.

• Pitch in on ops projects. We're a small team. Some weeks you'll pick up work outside the support queue — reporting, data cleanup, campaign QA, whatever's needed.

About You

Your Background

• 1–3 years in customer support, community management, or customer-facing operations — ideally at a consumer app, SaaS, or subscription business

• No degree required. We care what you can do, not where you studied.

• Demonstrated experience handling meaningful ticket volume — you can tell us your numbers

• Proficiency with a helpdesk platform (Zendesk preferred; Intercom, Front, or Help Scout translate fine)

• Comfort with subscription billing mechanics — App Store, Google Play, and Stripe: refunds, chargebacks, plan changes, failed payments

• Community platform experience, ideally Discord (roles, moderation, channel management)

• Working comfort with spreadsheets, dashboards, and basic reporting

• Fluent with AI tools as an accelerant — we expect you to use them well and know when not to

Soft skills

• Exceptional written English. You can be warm, clear, and brief in the same four-sentence reply, and you write the way people actually talk. This is the single most important qualification for this role.

• Judgment in gray areas. Refunds, exceptions, edge cases. You can hold a boundary kindly and know when to bend one.

• Composure in public. Answering a 1-star review or a frustrated community post without getting defensive is a skill, and you have it.

• Reliability. You do what you said you'd do, you flag blockers early, and nobody has to chase you for status.

• Resourcefulness. You can figure it out. When something's new, you dig before you escalate. And when you do ask, you come with what you've already tried.

• Volume tolerance. Hundreds of tickets a week doesn't rattle you, and you know how to triage when the backlog is deep. Plus - you’re setting up automations so you’re not answering the same questions more than five times.

Nice to Have

• Experience supporting a mobile-first consumer subscription app

• History of building support infrastructure — macros, triggers, help center articles, auto-tagging, AI agent tuning

• Familiarity with Customer.io, PostHog, RevenueCat, or Linear

• Genuine interest in personal development, coaching, or wellness — you'll be talking to people who care a great deal about this

• A habit of automating your own repetitive work without being asked

Compensation & Benefits

• Compensation: 2,000 - 2,800 USD/month, depending on experience.

• Full-time contractor arrangement.

• Flexible paid time off and U.S. holidays.

• Equipment support may be available if needed.