Remote SaaS Customer Support Consultant (LATAM)

About the role

SupportYourApp is looking for a fluent‑English SaaS Customer Support Consultant to join its global, multilingual team. You will work remotely from anywhere in Latin America, providing email and phone assistance to customers of leading tech brands.

Key responsibilities

• Handle Tier 1 support requests via email and phone, diagnosing and troubleshooting issues.
• Manage open cases, track progress, and ensure timely updates for customers and internal stakeholders.
• Escalate complex or high‑priority tickets to the appropriate product, engineering, or success teams.
• Document troubleshooting steps, root causes, and resolutions to enrich the knowledge base.
• Collaborate with Product, Engineering, and Customer Success to improve overall customer experience.

Required profile

• Native‑level English (C2) – spoken and written.
• Previous experience in a SaaS or technical customer support role.
• Strong problem‑solving mindset and sense of urgency.
• Excellent written and verbal communication with a customer‑focused attitude.
• Reliable personal computer (minimum 8 GB RAM) and stable internet connection (≥50 Mbps download, ≥40 Mbps upload).

Required skills

• Zendesk (or similar ticketing system).
• CRM platforms.

What we offer

• Full‑time remote position (Monday‑Friday, 9 PM‑5 AM EDT).
• Inclusive international work environment.
• Compensation paid in USD.
• Referral rewards and balanced workload.