SaaS Customer Support Consultant – Remote (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 LATAM, providing email and phone assistance to customers of leading tech brands.

Key responsibilities

• Deliver high‑quality customer support via email and calls, handling Tier 1 inquiries.
• Diagnose, troubleshoot, and triage issues, escalating complex cases when needed.
• Maintain and update open support tickets, ensuring transparent communication with customers and internal teams.
• Document troubleshooting steps, root causes, and resolutions for knowledge‑base improvement.
• Collaborate with Product, Engineering, and Customer Success to resolve challenging problems and enhance the overall experience.

Required profile

• Excellent English (C2) – spoken and written.
• Previous experience in SaaS or technical customer support.
• Strong problem‑solving mindset and sense of urgency.
• Professional, empathetic communication style.
• Ability to work independently with a personal computer (≥8 GB RAM) and stable internet (≥50 Mbps download, 40 Mbps upload).

Required skills

• Experience with ticketing platforms such as Zendesk.
• Familiarity with CRM systems and support tools.

What we offer

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