Customer Support Specialist (LATAM)

TL;DR

Customer Support Specialist (AI/SaaS): Managing technical support and automated workflow configurations for non-dedicated accounts with an accent on no-code tool integration and rapid response times. Focus on diagnosing workflow misconfigurations, building automation via Zapier, and ensuring a 2-minute SLA for chat-based support.

Location: Must be based in LATAM (Buenos Aires, Argentina strongly preferred for a hybrid setup in Vicente Lopez). EST hours required.

Company

AI communication platform helping staffing and workforce companies in the US replace manual workflows with intelligent AI agents.

What you will do

• Respond to customer issues via Intercom maintaining a strict 2-minute response SLA on chat.
• Build and troubleshoot automated workflows using hirify.global's internal builder and Zapier.
• Diagnose and resolve workflow misconfigurations, campaign errors, carrier issues, and compliance rejections.
• Proactively monitor customer usage and identify gaps before customers report problems.
• Log and document bugs in Linear and coordinate with telephony providers like Telnyx, Bandwidth, and Twilio.
• Manage a portfolio of non-dedicated accounts with both reactive and proactive touchpoints.

Requirements

• Must be based in LATAM.
• Proven SaaS support experience (non-BPO, non-scripted, non-call center).
• Proficiency in building and troubleshooting automated workflows using Zapier, Make, or similar no-code tools.
• Full English fluency (written and spoken).
• Ability to manage multiple simultaneous conversations under a 2-minute SLA.
• Availability to work EST hours.

Nice to have

• Ambition to grow into CSM, product, or marketing roles over time.

Culture & Benefits

• Competitive compensation with monthly performance bonuses.
• WeWork membership included.
• Hybrid work arrangement for candidates in Buenos Aires (3 days per week).
• Fast-paced, bootstrapped startup environment.