Customer/Product Support Representative

Baseward Partners | Remote | Independent Contractor

About the Opportunity

Baseward Partners is seeking an experienced Customer/Product Support Representative to join our team as an independent contractor, supporting customers of U.S.-based software and digital product companies.

In this role, you will help customers use products confidently, resolve everyday questions, and coordinate with internal teams when further assistance is needed.

We are looking for a customer-focused professional with excellent English communication skills, sound judgment, and experience delivering clear, empathetic support.

Key Responsibilities

- Respond to customer inquiries through email, live chat, and phone or video calls, depending on the assigned project.
- Guide customers through product features, account setup, and common workflows.
- Assist with account access, subscriptions, billing questions, and routine requests within established policies.
- Ask clear questions to understand customer needs and provide accurate, practical guidance.
- Follow documented troubleshooting steps for common product issues.
- Recognize and escalate technical issues with clear descriptions, relevant screenshots, and steps already attempted.
- Maintain accurate customer records and support tickets.
- Follow up on unresolved requests and keep customers informed.
- Meet agreed service standards for response times, quality, and customer satisfaction.




- Identify recurring questions and contribute to help articles, response templates, and customer feedback.

Requirements

- 2+ years of professional experience in customer support or customer service.
- Experience assisting customers through written support channels such as email or live chat.
- Experience using Zendesk, Intercom, Freshdesk, or an equivalent customer support platform.
- Advanced English proficiency (C1 minimum), both written and spoken.
- Strong empathy, active listening, and problem-solving skills.
- Ability to explain product features and instructions clearly to non-technical users.
- Ability to manage multiple requests, prioritize effectively, and follow through on commitments.
- Confidence learning new software products and following documented processes.
- Ability to work independently and collaborate with international teams.

Nice to Have

- C2 English proficiency.
- Previous experience supporting SaaS platforms, subscription-based products, or digital services.
- Experience assisting U.S.-based customers.
- Familiarity with onboarding, account management, and subscription billing workflows.
- Experience working with customer satisfaction and support performance metrics.
- Experience creating knowledge base articles or improving support processes.

The independent contractor agreement will be with Baseward Partners. Compensation will be discussed based on experience, skills, and project scope.

📌 Customer Support Representative (Argentina)
🏢 Baseward Partners
📍 Argentina