Customer Support Representative | SaaS Industry | 100% remote
We are collaborating with a fast-growing SaaS company transforming the construction permitting industry in the U.S.
They serve 5,000+ licensed contractors across Florida, Ohio, and Michigan, and are looking for a key team member in Latin America to be the first point of contact for their customers and help keep their projects moving.
What We're Looking For
We're seeking a Customer Support Representative who is friendly, reliable, and professional, and who enjoys solving problems rather than just following scripts.
This is a primarily phone-based role where you'll assist contractors with permit filings, account management, and platform usage.
The company values people who understand the reasoning behind processes, use independent judgment when situations don't fit the standard playbook, and take ownership of finding the best solution.
Key Responsibilities
Answer inbound customer calls in a professional, courteous, and timely manner.
Resolve questions related to permit status, document uploads, account setup, and billing.
Use critical thinking to determine the best resolution when situations fall outside existing processes.
Take ownership of customer issues through resolution, escalating when necessary.
Follow up with customers via phone or email to confirm issues are resolved.
Documentation & Platform Knowledge
Log all interactions accurately in the CRM system.




Maintain a thorough working knowledge of the platform and permistraint.
We are heavy AI users and we expect you to build, not just prompt.
You are a fit if
You have done this with real money.
Hands on Google Ads at meaningful spend on DTC and eCommerce, with results you can walk us through: CPA, ROAS, revenue, and what you actually changed to get them.
Shopping and PMax specifically, not just search.
You are fluent in the whole stack , not one campaign type.
Search, Shopping, PMax, Demand Gen, YouTube, Merchant Center, GA4, GTM.
Bing is a nice to have.
You are AI native, and you build.
This is a requirement, not a bonus.
You should already be using Claude or equivalent as a working tool rather than a novelty, and you should be able to build and ship a landing page with it.
You can communicate your ideas in English at a native or near native level.
You will be in front of clients constantly.
You need to explain your thinking clearly, sell an idea on its merits, push back when a client is about to force the account into mediocrity, and raise a problem before it becomes a fire.
This matters as much as anything else on this list.
You are skeptical of your own numbers.
You would rather run the holdout than protect the dashboard.
You can work US Eastern business hours for client calls.
Where you live is up to you.
Bonus: you have built or operated your own Shopify store, or you have run Meta at spend too
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📌 Customer Service Specialists Fluent In Japanese (Santa Fe)
🏢 Content Creators
📍 Santa Fe