Provide timely and accurate technical support to customers via email, chat, and phone.
Troubleshoot and resolve product issues related to onboarding, adoption, and core platform functionality.
Execute support workflows across digital and hybrid engagement models.
Proactively identify and escalate technical risks through customer data, usage trends, and engagement signals.
Assist customers with the implementation of core workflows, features, and solutions to ensure realized value.
Support retention by resolving support blockers and ensuring renewal readiness.
Collaborate with Product and Engineering teams to report bugs, share customer insights, and support product fixes.
Serve as a customer advocate and voice of the customer within the organization.
Provide technical guidance to customers on optimizing their use of 8am solutions.
Support support-led outreach, including help center documentation, FAQ updates, and enablement sessions.
Monitor customer support tickets, engagement levels, and resolution milestones.
Contribute to the continuous maintenance of Support playbooks, processes, and internal knowledge bases.
Maintain timely and accurate documentation in Support ticketing platforms and CRM systems.
Serve as a brand ambassador in all customer interactions.
Assist with the peer-mentoring of new Support team members.

1-2+ years of experience in Technical Support, Customer Service, SaaS Support, or a related customer-facing role.
Experience working in digital-first or hybrid customer engagement models preferred.
Strong ability to diagnose technical issues and translate complex steps into simple instructions.
Proven ability to build trust and credibility with customers in high-volume environments.
Excellent written and verbal communication skills.
Strong organizational, prioritization, and multitasking skills.
Comfortable learning and navigating new technologies and systems.
Ability to work effectively in a fast-paced, evolving environment.
SaaS experience required; payments, fintech, or legal industry experience preferred.

Statutory Benefits – Full compliance with Colombian social security (health, pension, and risk coverage)
Staff Referral Bonus – Rewards for referring great candidates to the 8Team
Paid Sick Leave – Covered from day one, with EPS support after the 2nd day
Flexible Time Off (FTO) – Up to 15 paid days off per year
Parental Leave – Maternity and paternity leave in line with Colombian law
Company Holidays – Paid time off for all official Colombian public holidays

Customer Success Specialist

Key skills