(English C1) Customer Support Consultant (LATAM, remote)

We are SupportYourApp, a global Intelligent Support-as-a-Service leader. We partner with tech companies and industry leaders like MasterCard, Calm, and MacPaw in 30+ countries to deliver secure customer and technical support.

As a Customer Support Consultant, you will deliver outstanding customer support via chat and calls, assist customers with questions related to billing, how-to-use, technical issues, and bugs. You will respond to customer inquiries in accordance with established service level agreements and follow precise procedures.

Responsibilities:

• Deliver outstanding customer support via chat and calls;
• Assist customers with questions related to billing, how-to-use, technical issues, and bugs;
• Respond to customer inquiries in accordance with established service level agreements and follow precise procedures;
• Explain platform features, policies, and expectations while providing key context to ensure quick solutions;
• Escalate complex or high-priority issues to the appropriate internal team when needed;
• Conduct research when information is missing and proactively look for solutions.

Requirements:

• Excellent English skills (C1 for both spoken and written);
• At least 1 year of experience in a customer support role;
• Experience providing customer support via phone calls and chat;
• Experience performing effectively in a fast-paced, high-volume environment;
• Strong problem-solving and adaptability skills;
• The ability to communicate clearly, professionally, and empathetically with customers;
• A customer-focused mindset with a commitment to delivering a positive support experience;
• Commitment to delivering high-quality customer service and meeting performance targets;
• Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).

Benefits:

• Schedule: Monday to Friday, from 9AM to 6PM, PDT;
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also – internal health policy;
• Responsive leadership interested in your growth and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.