Provide fast and professional support via chat, email, and Zoom calls
Investigate and resolve customer issues related to workflow automations, messaging campaigns, telecom/carrier delivery problems, compliance rejections, platform configuration issues
Diagnose whether issues are caused by user settings, platform bugs, or third-party providers
Communicate clearly with customers while investigations are ongoing
Build, configure, and troubleshoot no-code workflows
Assist customers with automation tools such as Zapier and internal workflow builders
Configure triggers, filters, actions, and automation logic
Help customers optimize sequences, campaigns, and AI agent setups
Escalate bugs and technical issues to engineering teams
Coordinate with telecom providers regarding delivery and compliance issues
Provide customers with workarounds and follow up once fixes are implemented
Monitor customer activity and identify potential issues before customers report them
Reach out proactively when usage drops or workflows appear inefficient
Recommend better workflows and automation improvements
Support customers within specific industry verticals such as staffing, pharmacy, and others

Previous experience in a SaaS support environment is mandatory
Candidates from traditional BPO/call center/scripted support environments will not be considered
Comfortable supporting constantly evolving products with unique customer setups
Experience with no-code automation platforms such as Zapier, Make, or similar tools
Understanding of triggers, filters, actions, workflow logic, troubleshooting failed automations
Technical curiosity and ability to independently learn new systems quickly
Comfortable working with integrations, logs, and error messages
Excellent written and spoken English
Ability to explain technical issues in simple, customer-friendly language
Comfortable leading Zoom calls, onboarding sessions, and troubleshooting walkthroughs
Comfortable managing multiple conversations simultaneously
Strong problem-solving and prioritization skills
Proactive mindset with a strong sense of ownership

Customer Support Specialist – LATAM

Key skills