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 surf

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