Customer Support Representative (SaaS)

TL;DR

Customer Support Representative (SaaS): Providing high-quality, empathetic support to restaurant owners and their guests with an accent on resolving complex issues across multiple communication channels. Focus on maintaining high customer satisfaction scores while managing high-volume interactions in both English and Spanish.

Location: Must be based in Colombia. This is a remote role requiring availability for shifts between 7:00 AM – 4:00 PM or 11:00 AM – 8:00 PM PST, including weekends.

Salary: $1,666 USD/month

Company

Owner is an AI-native platform providing an all-in-one system for independent restaurants to manage websites, online ordering, CRM, and POS.

What you will do

• Deliver timely, accurate, and empathetic support via phone, chat, and email.
• Manage multiple concurrent conversations while maintaining high organization and accuracy.
• Take ownership of complex or high-priority issues to drive end-to-end resolution.
• Document all interactions thoroughly in Salesforce.
• Collaborate with teammates in Slack to share knowledge and improve support processes.
• Identify recurring issues to help improve internal tools and documentation.

Requirements

• 3-5+ years of customer support experience in a B2B SaaS or technology environment.
• Fluency in both English and Spanish (C1/C2) is mandatory.
• Experience handling escalations and complex issues with empathy and sound judgment.
• Proficiency with CRM tools (Salesforce preferred) and telephony systems like Intercom or TalkDesk.
• Ability to work flexible shifts, including weekends, within PST time zone requirements.
• Reliable home workspace with high-speed internet and minimal background noise.

Nice to have

• Background in hospitality, restaurants, or retail.
• Familiarity with support metrics such as CSAT, QA, and SLAs.
• Experience working on remote or distributed teams.

Culture & Benefits

• Comprehensive health coverage.
• Unlimited PTO policy.
• Work-from-home stipend.
• Performance-driven environment with a focus on accountability and professional growth.

Hiring process

• Recruiter screen (30 min).
• Hiring manager screen (30 min).
• Full interview round with a mock role-play (45 min).
• Final round with senior leadership (30 min).