Customer Support Representative - LATAM
New
W
WeTravelTravel Tech
LATAM, flexible hours, including some weekendsContractMiddle
Salary18,000 - 21,000 USD per year
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Job Details
- Languages
- Advanced English proficiency (C1 or higher) and fluent in Spanish
- Experience
- 4+ years
- Required Skills
- SaaSZendeskCustomer support
Requirements
- 4+ years of experience in customer support, ideally in SaaS or a tech-driven environment.
- Advanced English proficiency (C1 or higher).
- Fluent in Spanish, both written and verbal.
- Confident using modern support platforms such as Intercom, Zendesk, or similar tools.
- Hands-on experience collaborating with engineers to investigate bugs and validate fixes.
- Ability to communicate clearly and concisely under pressure.
- Proactive, organized, and comfortable working independently.
- Quiet home office setup.
- Flexible hours availability, including occasional weekend shifts (approx. once every 7-9 weeks).
- Ability to support customers via chat, email, and technical calls.
Responsibilities
- Respond to customer questions via email, chat, and calls with empathy and clarity.
- Educate users about the product and help them achieve their goals.
- Troubleshoot issues and escalate bugs or technical challenges when needed.
- Create or update help center articles and internal support documentation.
- Collaborate with product and engineering teams to share user insights.
- Assist prospective customers with questions before connecting them with sales.
- Manage time effectively between reactive support and proactive tasks.
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