Customer Support Representative (AI)

Location: Remote - Mexico. Full-time shifts vary between 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 yearly compensation: local equivalent to $20,000 USD ($1,666 USD/month).

Company

Owner is an AI-native software platform for local businesses, starting with restaurants, combining websites, online ordering, CRM, POS, and other operating tools.

What you will do

• Deliver timely, accurate, empathetic support through high-volume inbound phone calls, chats, and emails for restaurant owners and their guests.
• Manage concurrent conversations and tasks while maintaining organization, prioritization, accuracy, and follow-through.
• Own complex and high-priority issues, applying structured problem-solving and sound judgment 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 provide insights to improve tools, processes, and documentation.

Requirements

• 3–5+ years of customer support or customer service experience, ideally in B2B SaaS, technology, e-commerce, internet, or software-driven environments.
• Proven success 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, training, or serving as a subject-matter expert for teammates.
• Experience working in a CRM environment, with Salesforce preferred, and familiarity with telephony systems such as Intercom, TalkDesk, or similar tools.
• Strong organizational and prioritization skills, including the ability to manage multiple active cases while maintaining 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 support metrics.
• Experience working on a remote or distributed team and collaborating across time zones.

Culture & Benefits

• Remote-first work environment with a globally distributed team.
• Comprehensive health coverage.
• Work-from-home stipend.
• Unlimited PTO and additional perks.
• 24/7, 365-day customer support operation with varied shifts and weekend coverage.

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.