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Customer Support Specialist (Colombia ONLY)

HireBoost

Role overview

Qualifications

  • 2+ years of experience in a customer support or customer success role, ideally at a B2B SaaS company
  • Strong written communication skills — clear, warm, and efficient across every customer interaction
  • Experience with Intercom or similar support tools
  • Comfort writing user-facing documentation

Responsibilities

  • Provide timely, helpful responses to customer inquiries via Intercom
  • Troubleshoot product issues and escalate bugs to the appropriate internal teams
  • Create and maintain self-serve resources, including AI support bot and help center articles
  • Track and report on support volume trends, resolution times, and self-serve content performance

Key facts

Hard skills

Intercom Internal Documentation Online Communication Software As A Service (SaaS) Organizational Structure Video Editing Salesforce HubSpot CRM

Other skills

  • Troubleshooting (Problem Solving)
  • Time Management
  • Problem Solving
  • Curiosity
  • Empathy

About the company

HireBoost logo

HireBoost

Staffing & Recruiting

For startups & digital companies: Helping you recruit top talent in Latin America and beyond. For professionals: Helping you land a remote job you love.

Company details

Company typeScaleup
IndustryStaffing & Recruiting
Company size2 - 10

Links

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Job description

This is a remote position.

ABOUT THE COMPANY

This company helps revenue teams take ownership and accountability for financial goals through comp plan design guidance, automated commission tracking, and built-in collaboration tools. Industry-leading companies like Cursor, LaunchDarkly, and Zapier trust them to automate the commission tracking and payment process for their go-to-market teams. Contracting with this company means you'll get to solve complex challenges, grow your skills, and contribute to a product that makes a real difference. They're a passionate team that values curiosity, empathy, and inclusivity. If you're excited about working on meaningful products with a collaborative, dynamic team, this is the place for you. You'll be the first point of contact for their customers - responding to inquiries via Intercom with speed and empathy -while also building the self-serve resources that help users succeed before they ever need to reach out. This role sits at the intersection of reactive support and proactive content creation, directly reducing support volume and improving the customer experience at scale.
ABOUT THE ROLE

  • Provide timely, helpful responses to customer inquiries via Intercom, maintaining a high-quality support experience and strong CSAT scores.
  • Troubleshoot product issues and escalate bugs or edge cases to the appropriate internal teams.
  • Create and maintain self-serve resources, including:
    • Fin, our AI support bot
    • Help center articles and FAQs
    • Onboarding guides and product walkthroughs
    • Release notes and feature documentation
  • Identify recurring support themes and proactively address documentation gaps before they lead to tickets.
  • Partner with Product, Engineering, and Customer Success to surface customer feedback and improve workflows.
  • Track and report on support volume trends, resolution times, and self-serve content performance.
  • Thoughtfully use AI tools to reduce manual work and improve efficiency in routine support tasks.

Requirements

  • 2+ years of experience in a customer support or customer success role, ideally at a B2B SaaS company
  • Strong written communication skills — clear, warm, and efficient across every customer interaction
  • Experience with Intercom or similar support tools (Zendesk, Front, etc.).
  • Comfort writing user-facing documentation: help articles, onboarding guides, and FAQs.
  • A systematic thinker who can spot patterns and build scalable, self-serve solutions.
  • Strong organization and time management, with the ability to balance reactive support with proactive content work
Bonus if you have:
  • Technical curiosity and comfort navigating API documentation or developer-facing tools.
  • Background in compensation, commissions workflows, or revenue operations.
  • Experience creating video walkthroughs or screen recordings (e.g., Loom).
  • Familiarity with Salesforce, HubSpot, or other CRM solutions.

Benefits

  • Salary: $2500 - $2900 USD / monthly
  • 100% Remote for Colombia



Salary: $2500 - $2900 USD / monthly

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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