Customer Support Specialist

We’re looking for a Customer Support Specialist to support Cloud Campaign, a SaaS platform designed for digital marketing agencies.

This is a great opportunity for someone with previous software or SaaS customer support experience who enjoys solving problems, investigating technical issues, and helping customers get the most out of a product.

Cloud Campaign integrates with platforms such as Meta, Google, LinkedIn, and other third-party providers, so this role goes beyond traditional customer service. You’ll be expected to investigate issues, understand what may be causing them, and resolve as much as possible before escalating to another team.

What You’ll Do

• Support customers primarily through chat and email, with occasional calls when needed.

• Troubleshoot software and product-related customer issues.

• Investigate whether issues are related to the Cloud Campaign platform, a third-party integration, or user configuration.

• Ask effective diagnostic questions and gather the right information before escalating.

• Guide customers through product features, workflows, configurations, and best practices.

• Create and maintain FAQs, troubleshooting guides, user documentation, bug reports, and feature requests.

• Identify recurring support issues and help improve documentation or find opportunities for automation.

• Assist customers with established white-labeling and software configuration processes.

• Collaborate with Account Owners and internal teams when customer situations require additional support.

• Keep customers informed and follow up on unresolved issues or reported bugs.

What We’re Looking For

• 1+ year of professional Customer Support experience.

• Previous experience supporting a SaaS or software product is required.

• Experience interacting directly with customers through chat and/or email.

• Hands-on experience troubleshooting software or product-related issues.

• Ability to investigate problems independently before escalating them.

• Strong technical aptitude and curiosity about how software works.

• Excellent verbal and written English.

• Ability to explain technical concepts clearly and simply.

• Strong customer-service mindset, ownership, critical thinking, and attention to detail.

• Ability to work independently in a fast-paced remote environment.

You do not need to be a developer and coding is not required for this role.

Nice to Have

Experience with:

• Zendesk

• Confluence

• Knowledge-base or documentation platforms

• Software integrations or third-party platforms

• SaaS configuration processes

Role Details

Location: Remote – LATAM
Schedule: 7:00 AM – 3:00 PM PST
Commitment: Full-time, 40 hours per week
Engagement: Contractor