Remote SaaS Customer Support Specialist

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Job Title: Remote SaaS Customer Support Specialist (100% Work From Home)

Location: Remote from Latin America

Position Type: Full-time

Salary: $1,500 USD/month paid via Deel

Schedule: Monday - Friday, 7:00am to 4:00pm Pacific Time

Job Overview:

Our client is a fast-growing SaaS company transforming small to medium size businesses. Their platform helps users streamline their operations, improve cash flow, and reduce stress. They're looking for a Customer Support Specialist who’s proactive, organized, and passionate about helping customers succeed and grow.

As a Customer Support Specialist, you’ll be the face of the company for your portfolio of accounts—responsible for driving onboarding, adoption, satisfaction, and expansion.

Responsibilities:

• Call New and Inactive Users
• Call new sign-ups within 10 minutes and inactive users daily.
• Make at least 30 calls a day to schedule training and help users get started.
• Guide users through onboarding and help them set up key features.
• Help Trial Users Become Paying Customers
• Answer trial users' questions and solve their issues quickly.
• Help users integrate and verify their accounts.
• Guide trial users through setup and encourage them to upgrade.
• Provide Fast Chat, Email, and Phone Support
• Respond quickly and clearly to customer questions.
• Troubleshoot technical issues and create Jira tickets for bugs.
• Monitor user activity and follow up with at-risk users to prevent churn.
• Support Feature Adoption
• Teach users how to get the most from the platform.
• Help increase daily usage and improve long-term customer retention.
• Collect Feedback and Advocate for Customers
• Listen to user feedback and document common issues.
• Work with happy customers to collect testimonials and success stories.
• Share customer insights with the team to improve the product.
• Report and Track Issues
• Log bugs in Jira with clear documentation (steps, screenshots, details).
• Follow up with engineering to ensure quick fixes and keep customers updated.

Qualifications, Skills and Key Competencies:

• 3+ year’s experience in customer support roles
• At least 1 year of experience in SaaS
• Strong communication skills (written and verbal)
• Tech-savvy and comfortable troubleshooting software
• Proactive mindset - comfortable making outbound calls daily
• Detail-oriented and organized with good documentation habits
• Problem solver who can find practical solutions fast
• Familiarity with Jira for creating and managing bug reports

What Success Looks Like for this Role🚀

Daily Activity Minimums

• 20+ outbound calls to new signups and inactive users
• Call new signups within 10 minutes of signup
• Respond to all chat messages within 5 minutes
• Respond to all emails within 15 minutes
• Follow up with all trial users per day
• Log 100% of valid bugs/issues in Jira same day
• Ensure all new users complete basic setup on Day 1

Weekly Activity Minimums

• 100+ outbound calls to new signups and inactive users
• 100% of trial accounts contacted before trial expiration
• 95%+ of assigned support tickets resolved within SLA
• 100% of inactive/at-risk users contacted
• 100% Jira tickets fully documented with clear details (steps, screenshots, expected vs. actual behavior)
• 2+ customer reviews/testimonials collected (optional stretch goal)
• Weekly review of customer dashboards completed by Friday
• Update internal notes and next steps for all assigned accounts by end of week