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.

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 GoHighLevel, HubSpot, 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.

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