Remote Customer Support Representative

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Job Title: Remote Customer Support Representative (100% Work From Home)

Location: Remote from Latin America

Position Type: Full-time

Salary: $1,400 - 1,600 USD/month depending on experience

Schedule: Monday to Friday, 8:00am - 5:00pm Central Time

Benefit: 27-32 days increasing with tenure

Job Overview:

Our client is a Resident Retention Platform that helps large apartment companies enhance resident retention. Their all-in-one solution offers events, sentiment surveys, loyalty perks, and more to drive engagement and satisfaction.

The company platform has two parts:

1. 2-Sided Event Marketplace – Property managers can book resident events through our network of thousands of vetted hosts (e.g., chefs, DJs, fitness instructors).

2. Enterprise Software Platform – Apartment operators pay a per-unit fee to use their full platform or individual features, including the resident app, surveys, and digital guide.

As a Customer Support Specialist, you’ll be the first line of support for both property managers and event hosts using our client's service. Your job is to ensure that every customer — from a first-time user booking their first event to a seasoned enterprise client — receives fast, clear, and helpful responses.

You’ll handle incoming support requests via email, live chat, and their ticketing system, troubleshoot issues, escalate complex problems, and ensure a world-class support experience across their platform and event marketplace.

Responsibilities:

• Support Ticket Management:
• Respond to customer inquiries via email, chat, and the ticketing system with professionalism, empathy, and efficiency.
• Success metric: Maintain average first response time under 4 hours and ticket resolution time under 24 hours.
• Troubleshooting:
• Guide users through platform issues, bugs, and feature questions. Escalate technical issues to the engineering team when needed with clear documentation.
• Event Support:
• Help customers book, modify, or troubleshoot events. Communicate with both property managers and event hosts to resolve scheduling conflicts or event concerns.
• Knowledge Base Maintenance:
• Identify gaps in documentation and help create or update Help Center articles and macros to improve self-service support.
• Success metric: Publish or update at least 2 articles/month based on common support themes.
• Customer Onboarding Support:
• Assist with initial customer setup questions and how-to support during the onboarding phase.
• Feedback Loop:
• Gather and share customer feedback with the product team to inform improvements and catch early signs of potential issues.
• System Monitoring & Alerts:
• Monitor our support inboxes and tools for system outages, payment issues, or other urgent concerns. Raise red flags to leadership and engineering as needed.
• Internal Collaboration:
• Work closely with the Success, Product, and Events teams to ensure a smooth and consistent customer experience.

Qualifications, Skills and Key Competencies:

• 1+ years of experience in a customer support, help desk, or user-facing role (SaaS, tech, or marketplace preferred)
• Excellent written and verbal communication skills
• Comfortable using support tools like Intercom, Zendesk, or Help Scout
• Ability to troubleshoot basic technical issues and explain solutions in non-technical terms
• Calm under pressure, even when juggling multiple issues
• High attention to detail and ability to document clearly
• Ownership mentality – you take initiative, follow through, and never say “not my problem”
• Comfortable working remotely and independently in a fast-paced environment

Preferred Qualifications

• Experience with apartment or property tech, events, or marketplaces
• Familiarity with tools like HubSpot, Notion, ClickUp, or Slack
• Basic understanding of SaaS product architecture (APIs, integrations, logins, etc.)
• Experience working with both B2B and B2C customer types

Role Success Metrics:

1. First Response Time: < 4 hours
2. Ticket Resolution Time: < 24 hours on average
3. Customer Satisfaction (CSAT): 90%+
4. Help Article Creation: 2+ updates or new articles per month
5. Escalation Quality: Timely and clear handoffs to engineering or success teams
6. Inbox Management: Zero inbox or ticket backlog at end of day
7. Cross-Team Collaboration: Positive internal feedback and consistent communication

Why Join Them?

• Work at a fast-growing startup making a real impact in multifamily living
• Full ownership of your work with opportunities to grow into leadership
• Fully remote team with flexible hours
• Competitive salary and equity opportunities
• Travel opportunities for team retreats and conferences
• A mission-driven, fun, and supportive culture