(English C1) Customer Support Consultant (Remote, LATAM)

Remote-Friendly Structure: This role is fully remote with a flexible schedule and no time-tracking - a strong combination for digital nomads. The flexibility suggests async or semi-async workflows, though L1 phone support implies some scheduled shift coverage. Confirm exact shift windows during the interview, as overlapping with client timezones (likely US/EU) may be required.

Timezone Fit: The hint countries (Colombia, Mexico, Costa Rica, Peru, Dominican Republic, Argentina) are all in the Americas (UTC-3 to UTC-6), which aligns well with North American client hours. This makes the role particularly convenient for nomads based in LATAM.

Visa Considerations: Several hint countries offer digital nomad visas:

• Colombia: Digital Nomad Visa valid up to 2 years - excellent option.
• Argentina: No formal nomad visa, but long tourist stays are common.
• Mexico & Peru: Tourist visas typically allow 90-180 days - suitable for shorter stays.

Equipment Note: You must supply your own laptop (8GB+ RAM) and fast internet (50/40 Mbps). Budget for a coworking space if traveling, as reliable connection is non-negotiable for phone support. No equipment stipend is mentioned.

USD Compensation paid in a strong currency stretches well in Medellín, Lima, or Mexico City, where cost of living is significantly lower than US rates.

Who are we?

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world's leading SaaS, software, or hardware solutions?

Join our community as a Customer Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach.

What you will do:

• Provide L1 customer support via phone, chat, and email;
• Perform basic troubleshooting of software issues and guide customers toward quick solutions;
• Triage customer support requests across multiple projects;
• Escalate specific types of cases to the appropriate representatives following established procedures;
• Stay on top of product and process updates and provide feedback to improve the knowledge base;
• Conduct research when information is missing and proactively look for solutions.

What you need to succeed in this role:

• Excellent English skills (C1 for both spoken and written) ;
• At least 1 year of experience in a customer support role ;
• Previous experience providing support and troubleshooting for software ;
• The ability to prioritize tasks according to their urgency and communication channel ;
• A customer service-oriented approach and good communication skills ;
• Strong attention to detail and organizational skills ;
• Strong problem-solving and adaptability skills;
• Commitment to delivering high-quality customer service and meeting performance targets;
• Personal laptop or computer (at least 8GB of RAM) and a stable internet connection (minimum 50 Mbps download and 40 Mbps upload).

Will be a great plus:

• Experience supporting SaaS products;
• Previous experience providing customer support via phone calls, chat, and email;
• Experience using CRMs or ticketing systems and similar support platforms.
• Opportunity to work fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, plus an internal health policy;
• Responsive leadership interested in your growth and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.

Over 1,500 specialists already deliver exceptional customer experiences collaborating with SupportYourApp.

We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

Is this customer support role fully remote? Yes, SupportYourApp explicitly offers the opportunity to work fully remotely. The role also features a flexible schedule with no time-tracking requirements. Which countries are eligible to apply for this position? The role is open to candidates in Colombia, Costa Rica, Mexico, Peru, Dominican Republic, and Argentina based on the location hints provided. What technical equipment do I need to work in this role? You need a personal laptop or computer with at least 8GB of RAM and a stable internet connection with a minimum of 50 Mbps download and 40 Mbps upload speed. Will I be hired as an employee or an independent contractor? SupportYourApp notes that specific terms - including compensation, benefits, and work conditions - vary by engagement type. Some roles may be contractor-based, which may affect eligibility for certain benefits listed. What level of English is required for this role? The role requires excellent English skills at C1 level for both spoken and written communication, as you will be supporting clients via phone, chat, and email.

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