Customer Support Representative | SaaS Industry | 100% remote

Prometeo Talent is ranked as the #1 Recruitment Agency in America and Europe. We excel in connecting companies with exceptional technology and engineering professionals.

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.

Prometeo Talent is ranked as the #1 Recruitment Agency in America and Europe. We excel in connecting companies with exceptional technology and engineering professionals.

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

Customer Support (Primary Focus)

- 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 permitting workflows, including the reasoning behind key processes.
- Quickly learn and navigate SaaS platforms, CRM tools, and spreadsheets as part of daily work.

Performance & Continuous Improvement

- Meet or exceed individual performance metrics including call volume, first-call resolution, and customer satisfaction scores.
- Identify recurring issues, inefficiencies, and improvement opportunities.
- Communicate insights and suggestions to the product and operations teams.

Requirements

- Minimum 2 years of customer service experience in a phone-based or call center environment, conducted in English.
- Full fluency in English, both spoken and written.
- Proficiency in Microsoft Excel and confidence working with spreadsheets.

Equipment & Technical Requirements

- Reliable high-speed internet connection suitable for full-time remote work and video calls.
- Reliable laptop capable of running multiple browser-based applications at once (desktop computers are not accepted).
- Working webcam for meetings and training.
- Quiet, professional, and distraction-free home workspace.

Preferred Qualifications

- Previous experience with GoHigh Level, Hub Spot, or similar CRM platforms.
- Experience identifying process improvements or contributing to operational improvements in a previous role.

What We Offer

- Competitive full-time compensation based on experience.
- Fully remote role with versátil scheduling options.
- Structured onboarding and ongoing product training.
- A supportive team culture where ideas and initiative are encouraged.
- Clear opportunities for growth within the company.

Imagine yourself

- Doing meaningfulwork thatmakes an everyday impact on the world around you.
- Growing yourexpertiseand expanding your skillset with every project.
- Collaborating with a vibrant, inclusive, global team.

At Veralto,



our unifying purpose of Safeguarding the World's Most Vital Resources is more than words: it's a proven path towards positive change, improvement for our planet, and development for yourself.

Whether we're ensuring the continued availability of clean drinking water, protecting our waterways, or enhancing the traceability, color accuracy, and packaging of everyday essentials, the work we do every day contributes to a safer world and a more sustainable future.

When you join Veralto's vibrant global network of 14 operating companies and 17,000 associates, you join a unique culture and work environment where purpose meets possibility: where the work you do has an everyday impact on the resources and essentials we all rely on, and where you'll have boundless opportunities to deepen your skillset, pursue your ambitions, and grow your career.

We offer

- A remote-friendly work environment based in Mexico, with the opportunity to partner across global HR teams.
- Ongoing investment in your career through dedicated training, on-the-job development, and coaching.
- The opportunity to shape global HR processes that improve associate, leader, and HR team experiences.
- Total rewards that support your success at work and beyond, including health benefits, paid time off, and annual bonus eligibility aligned to local policy.

About the role

Reporting to the Director, Process & Policy Excellence, the HR Process Owner is responsible for leading the end-to-end lifecycle of global HR functional processes, including Standard Work documentation, implementation, adoption, measurement, controls, and continuous improvement.

This role partners closely with Centers of Excellence, HR Shared Services, HR, business leaders, Legal, IT, data/privacy partners, and regional stakeholders to optimize and govern integral HR processes that drive consistent, high-quality talent outcomes across Veralto.

This position is part of the HR Shared Services / HR Policy & Process Excellence team, located in LATAM, and will be remote.

In this role, a typical day will look like:

- Translating global process design, policy intent, and business outcomes into scalable process standards, decision frameworks, operating routines, and clear execution requirements.
- Owning lifecycle execution for assigned global HR processes, which may include Compensation Planning, Performance Management, Talent Assessment, Equity nomination, and Benefits Annual Enrollment processes.
- Managing project plans, operating cadences, daily management routines, stakeholder follow-ups, risk and issue tracking, and escalations to ensure milestones and deliverables are completed timely, accurately, and compliantly at scale.
- Establishing and maintaining process governance, including decision rights, intake and prioritization routines, approval pathways, version control, audit routines, escalation mechanisms, KPI reporting, and alignment to legal, regulatory, and data privacy requirements.
- Partnering with Workday Solutions Architecture, IT, HR Shared Services, and Data & Application teams to enable scalable process design, automation, reporting, data quality, release management, and outbound integrations.
- Building and maintaining Standard Work, knowledge content, training materials, job aids, quick-reference guides, playbooks, controls, and process maps that enable consistent execution across regions and functions.
- Driving continuous improvement informed by Voice of the Customer, cycle performance, stakeholder feedback, data quality trends, and digital, automation, AI-enabled, and self-service opportunities.
- Leading vendor-management activities, including performance oversight, issue resolution, contract and service expectation alignment, and sustained value alignment.




- Developing communication and change-management plans to support cycle launches and enhancements, build stakeholder readiness, and increase end-user adoption.

The essential requirements of the job include

- BA/BS degree or equivalent experience, plus 7+ years of experience in HR Operations, HR Shared Services, HR Transformation, or business process management.
- Demonstrated accountability for end-to-end HR process execution in a global or matrixed environment.
- Experience collaborating at enterprise level with Centers of Excellence, HR Shared Services, IT, Legal, Data/Privacy, and regional teams to design, implement, govern, and continuously improve HR processes.
- Experience developing and presenting process performance reports, dashboards, KPIs, adoption metrics, data-quality measures, service outcomes, or compliance reporting to senior stakeholders.
- Experience with Workday or a comparable enterprise HRIS platform, plus professional fluency in English.

It would be a plus if you also have

- Experience supporting global HR cycles such as Compensation Planning, Performance Management, Talent Assessment, Equity programs, or Benefits Annual Enrollment.
- Familiarity with continuous improvement methodologies such as Lean, Kaizen, or Six Sigma.
- Experience applying digital, automation, analytics, AI-enabled, or self-service solutions to improve HR processes.

About Veralto

With annual sales of $5.5 billion, Veralto is a global leader in essential technology solutions with a proven track record of solving some of the most complex challenges we face as a society. Our industry-leading companies with globally recognized brands are building on a long-established legacy of innovation and customer trust to create a safer, cleaner, more vibrant future.

Veralto's Water Quality companies, Aquatic Informatics, Chem Treat, Hach, Kipp & Zonen, McCrometer, Ott, Sea-Bird Scientific, Trojan Technologies, and XOS, manage, treat, purify, and protect the global water supply, from municipal and wastewater treatment facilities to lakes, rivers, watersheds, and oceans.
And our Product Quality & Innovation companies, Esko, Linx, Trace Gains Videojet, and X-Rite Pantone, protect the world's food, medicine, and essentials by tracking and authenticating the billions of goods that travel the global supply chain every day.

Veralto is headquartered in Waltham, Massachusetts, with 300+ locations worldwide.

At Veralto, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace, and throughout the markets we serve. Our associates, customers, and shareholders contribute unique and different perspectives as a result of these diverse attributes.

At Veralto, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

Unsolicited Assistance

We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at any of the Veralto companies ( , in any form without a valid, signed search agreement in place for the specific position, approved by Talent Acquisition, will be deemed the sole property of Veralto and its companies.

No fee will be paid in the event the candidate is hired by Veralto and its companies because of the unsolicited referral.

Veralto and all Veralto Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.

We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

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📌 Customer Support Representative | $28/Hr Remote (Mendoza)
🏢 Crossing Hurdles
📍 Mendoza