Technical Customer Support Analyst - B2B SaaS

About Betterez

Founded in 2011, Betterez is a venture-backed SaaS platform specializing in sales and operations management for the ground travel and transportation industry. Headquartered in Toronto, we serve customers, partners, and team members across 10+ countries. Our solutions help intercity bus operators, airport shuttles, corporate transportation providers, and transit agencies digitize their businesses, enhance passenger and employee experiences, and drive revenue growth.

Why Join Us?

With Betterez now part of Busbud, we are expanding our Support team in Latin America to support our continued growth. This role offers exciting career opportunities, including potential growth into business analysis, project management, customer success, or account management. We believe that team members who start in Support—gaining deep product knowledge and hands-on experience—are well-positioned to make a lasting impact on our customers and company.

Job Overview & Description:

• Act as the primary contact for customer (bus operator) inquiries and technical issues related to our B2B SaaS platform.
• Provide timely, high-quality support to bus operators via email, live chat, and video conferencing.
• Troubleshoot and document issues, performing root cause analysis to assist the engineering team.
• Become an expert in Betterez products to debug issues and guide customers effectively.
• Prioritize and escalate critical production issues as needed.
• Collaborate with customer success, sales, and management to manage expectations and ensure satisfaction.
• Contribute to and maintain a growing knowledge base for internal and customer use.
• Stay updated on ground transportation industry technology and product enhancements.
• Provide occasional rotational support including on Canadian, U.S., Mexico, LATAM, and European holidays.
• Gather customer feedback to improve the user experience and drive product enhancements.
• Mentor junior support analysts.
• Support SaaS implementation and other assigned tasks as needed.

Fully remote – must reside in Peru.

Your Experience & Capabilities:

• Experience: 3+ years in software or technical support.
• Languages: Fluent in English and Spanish.
• Education: Bachelor’s degree in a related field (preferred).
• Technical Skills: Strong troubleshooting ability and technical aptitude. Coding experience is a plus.
• Problem Solving & Analysis: Strong analytical skills are essential for troubleshooting issues, performing root cause analysis, and identifying solutions effectively.
• Self-Learning: Quick learner; able to use Sandbox access, support reports, and tools to understand SaaS, the Bus & Coach industry, and common support cases.
• Work Environment: Comfortable in a fast-paced SaaS setting, able to work independently.
• Communication: Can explain technical concepts clearly to non-technical users.
• Collaboration: Works well with internal teams (sales, customer success, engineering).
• Customer Interaction: Experience addressing customer inquiries, issues, and requirements to ensure satisfaction.
• Industry Experience: SaaS, travel, or transportation software experience is a plus.

Betterez is an equal-opportunity employer.  We have a diverse team, support each other’s success and have a collaborative culture.