Customer Support Representative (AI SaaS)

Location: Remote - Costa Rica; shifts are 7:00 AM–4:00 PM or 11:00 AM–8:00 PM PST. Open weekend availability and flexibility to work morning and evening shifts are required.

Estimated annual salary: local equivalent of $20,000 USD ($1,666 USD/month).

Company

Owner is an AI-native product company building an integrated software system for local businesses, starting with restaurants and covering websites, online ordering, CRM, POS, and business operations.

What you will do

• Provide empathetic, hospitality-driven support through high-volume inbound phone calls, chats, and emails for restaurant owners and their guests.
• Manage multiple concurrent conversations and tasks while maintaining organization, prioritization, accuracy, and follow-through.
• Take ownership of complex and high-priority issues, applying structured problem-solving, judgment, and clear communication through resolution.
• Maintain a 90%+ customer satisfaction score while meeting quality and accuracy expectations.
• Document interactions in Salesforce and collaborate with teammates in Slack.
• Share knowledge, identify recurring issues, and surface insights to improve tools, processes, and customer and internal documentation.

Requirements

• 3–5+ years of customer support or customer service experience, ideally in B2B SaaS, technology, e-commerce, internet, or software-driven environments.
• Successful experience in a high-volume, fast-paced support role with clear performance expectations.
• Fluency in Spanish and English at C1/C2 level, with strong written and verbal communication skills in both languages.
• Experience handling escalations and complex customer issues with professionalism, empathy, and sound judgment.
• Experience mentoring or training teammates, or serving as a subject-matter expert.
• Experience working in a CRM environment, preferably Salesforce, and familiarity with telephony systems such as Intercom, TalkDesk, or similar tools.
• Strong organization, prioritization, multitasking, and accuracy under pressure.
• Ability to remain calm, respectful, and solution-oriented in time-sensitive or high-pressure situations.
• Reliable home workspace with stable, high-speed internet and minimal background noise.

Nice to have

• Experience in hospitality, restaurants, retail, or other high-volume customer-facing service environments.
• Experience supporting restaurant owners, small business owners, or hospitality-focused businesses.
• Familiarity with CSAT, QA, FCR, and SLA metrics.
• Experience working on a remote or distributed team and collaborating across time zones.

Culture & Benefits

• Remote-first work environment with a distributed global team.
• Comprehensive health coverage and unlimited paid time off.
• Work-from-home stipend and company-provided laptop.
• Paid training period lasting 4–6 weeks.
• Performance-driven environment focused on quality, accountability, judgment, and customer care.

Hiring process

• 30-minute recruiter screen.
• 30-minute hiring manager interview.
• 45-minute mock role-play interview with team leaders.
• 30-minute final conversation with a senior leadership member.