Offer summary

Qualifications:

3-5+ years in SaaS customer support or operations, with 1-2 years in a lead role., Hands-on experience with support ticketing systems like Jira., Familiarity with AI tools in support settings., Strong written and verbal communication skills..

Key responsibilities:

Manage and resolve complex support tickets using Jira.

Define and optimize support workflows for efficiency and empathy.

Implement and manage AI tools such as chatbots and ticket triage.

Collaborate with Product, Engineering, and Customer Success teams.

Job description

Job Openings (ET01CSL) Customer Support - Remote, LATAM

About The Job (ET01CSL) Customer Support - Remote, LATAM

Customer Support - Remote, LATAM

We're hiring for a fast-growing SaaS company that's transforming how fitness professionals manage and scale their businesses. As their all-in-one platform rapidly expands, they’re looking to level up the customer support experience.

This is a hands-on leadership role for someone who thrives in fast-paced environments, loves building systems from scratch, and sees AI as a powerful lever for smart, scalable support. If you're strategic, solutions-focused, and ready to make a big impact, this role is for you.

What You’ll Do

Manage and resolve complex support tickets using Jira.
Define and optimize support workflows for efficiency and empathy.
Develop internal documentation and SOPs for scalable support.
Implement and manage AI tools (e.g., chatbots, ticket triage).
Act as a player-coachleading by example and mentoring others.
Collaborate with Product, Engineering, and Customer Success teams
Track key KPIs (CSAT, NPS, resolution time) and identify improvement areas
Contribute to support-related OKRs and overall customer success strategy

What You’ll Bring

3-5 + years in SaaS customer support or operations; 1-2 years in a lead or strategic role.
Hands-on experience managing support ticketing systems (like Jira), resolving tickets, and leading support team.
Familiarity with AI tools in support settings and experience implementing or evaluating them.
Strong written and verbal communication skills
A strategic mindset with a roll-up-your-sleeves attitude
Experience with tools like Intercom, HubSpot, Zendesk, Notion
Prior startup or high-growth tech experience is a plus.

Why You’ll Love This Role