Customer Support Specialist (Accounting)

TL;DR

Customer Support Specialist (SaaS/Accounting): Providing technical and functional support for a SaaS accounting platform with an accent on troubleshooting product issues and creating help content. Focus on analyzing user behavior via Gainsight PX and improving the overall user experience for accounting professionals.

Location: Remote (Latin America)

Company

A fast-growing company providing a SaaS solution specifically designed for accounting teams.

What you will do

• Respond to customer inquiries via chat, email, and ticketing systems.
• Troubleshoot and escalate product issues to the appropriate teams.
• Create and update help articles and tutorials for users.
• Analyze user behavior using Gainsight PX to support Customer Success.
• Collect and synthesize user feedback to help improve the product and UX.

Requirements

• 2+ years of experience in customer support, customer success, or educational content.
• Accounting background or experience with accounting software/workpapers.
• Experience with Microsoft 365 and SharePoint.
• Strong communication, problem-solving, and organizational skills.
• Must be based in Latin America.

Nice to have

• Experience working within a SaaS environment.
• Knowledge of UX principles.
• Experience with content performance tracking.

Culture & Benefits

• Fully remote work arrangement.
• Competitive pay and benefits package.
• Opportunity to shape customer experience and content strategy.
• Supportive and collaborative team environment.