Descripción del puesto

The Role

We're hiring a Senior Support Specialist to own and run Customer Support at the company, end-to-end. We’re looking for someone with deep experience who can own day-to-day support operations while building the scalable systems, tooling, and team our support function needs as we rapidly grow.

This is not a "just answer tickets" role. We need someone who can run high-quality support at volume and step back to build the infrastructure — docs, workflows, escalation paths — that lets support scale as host count, ticket volume, and market footprint grow.

You'll work core hours of 8:00 AM – 4:00 PM CT, Monday – Friday, fully remote, reporting to the Chief of Staff, with flexibility to flex around urgent escalations or coverage gaps.

You'll be the bridge between:

- what our hosts and Pals need to succeed on the platform,
- the day-to-day operations that keep support fast, warm, and reliable,
- and the systems and team structure we need to build so support scales with the business.

What You’ll Own

- Be the operational owner of Customer Support — accountable for coverage, SLAs, and the team's overall performance across chat and email.
- Handle escalations directly, including billing, payment, and urgent event-day issues from hosts and members.
- Own CSAT, first response time, resolution time, and ticket volume metrics, and report on them regularly to leadership.
- Design and build scalable support infrastructure: SOPs, workflows, and tooling (Intercom, AI-assisted support, automation) that let the team scale without linear headcount growth.
- Build and maintain the knowledge base so the team — and hosts — can self-serve answers faster.
- Train, and manage support specialists as the team grows, setting the bar for tone, quality, and speed.
- Establish clear escalation paths between Support, Success, and Product so the right issues reach the right team quickly.




- Partner tightly with Product on bug reports and the user experience issues surfaced through support, and with Success on shared playbooks for escalated host accounts.
- Be the voice of the customer internally — surface patterns in tickets and feature requests, and help prioritize what gets fixed or built next.

Success Looks Like

- Support operations run smoothly and independently — CSAT, SLAs, and resolution targets are consistently hit
- A scalable support playbook exists — SOPs, tooling, and docs that don't depend on any one person's tribal knowledge
- The knowledge base covers the most common ticket categories, reducing repeat volume
- The team is hired, trained, and performing — with a clear bar for quality and speed
- Support, Success, and Product operate with clean handoffs and shared visibility into host issues
- Leadership has clear, regular visibility into support performance, metrics and roadmap

Requisitos

Who You Are

- 4+ years in customer support, including 1–2+ years managing or leading a support team, ideally at a SaaS or marketplace startup.
- Proven track record building support infrastructure — process, tooling, or documentation — from the ground up, not just working within an existing system.
- Deep hands-on experience with Intercom (workflows, automation, reporting) — non-negotiable.
- Experience hiring, coaching, and managing direct reports.
- Exceptional written and verbal communication — you write with warmth, clarity, and precision, and you set that bar for your team.
- Comfortable with AI-powered support tooling, with a bias toward automating repeatable work.
- Data-driven — comfortable owning and reporting on CSAT, response time, and resolution metrics.
- High ownership — you run support like it's your business, not a queue to clear.
- Available for core hours of 8 AM – 4 PM CT, Monday – Friday, with flexibility for urgent issues.

Incentivos

100% Remote work

Hourly compensation

📌 Senior Support Specialist (Argentina)
🏢 Pampa Talents
📍 Argentina