Customer Support Specialist (LATAM) at Onhires

🌍 COMPANY OVERVIEW We are partnering with a fast-growing SaaS company focused on workflow automation, customer communication, and operational efficiency for businesses across the US market. The company operates in a high-performance, product-driven environment where customer support goes far beyond traditional ticket handling. This role is ideal for candidates who enjoy solving technical problems, working with automation tools, and supporting customers in a fast-paced SaaS environment. Unlike traditional support teams, the company works closely with customers using no-code automation workflows, integrations, AI-powered tools, and communication platforms to run critical business operations. This is a strong opportunity for ambitious professionals looking to grow into Customer Success, Product, or Product Marketing functions over time. 🛠️ RESPONSIBILITIES 💬 CUSTOMER SUPPORT & TROUBLESHOOTING - Provide fast and professional support via chat, email, and Zoom calls - Investigate and resolve customer issues related to: - workflow automations - messaging campaigns - telecom/carrier delivery problems - compliance rejections - platform configuration issues - Diagnose whether issues are caused by user settings, platform bugs, or third-party providers - Communicate clearly with customers while investigations are ongoing ⚙️ WORKFLOW AUTOMATION SUPPORT - Build, configure, and troubleshoot no-code workflows - Assist customers with automation tools such as Zapier and internal workflow builders - Configure triggers, filters, actions, and automation logic - Help customers optimize sequences, campaigns, and AI agent setups 🤝 CROSS-FUNCTIONAL COLLABORATION - Escalate bugs and technical issues to engineering teams - Coordinate with telecom providers regarding delivery and compliance issues - Provide customers with workarounds and follow up once fixes are implemented 📈 PROACTIVE CUSTOMER MANAGEMENT - Monitor customer activity and identify potential issues before customers report them - Reach out proactively when usage drops or workflows appear inefficient - Recommend better workflows and automation improvements - Support customers within specific industry verticals such as staffing, pharmacy, and others ✅ REQUIREMENTS 💻 SAAS SUPPORT EXPERIENCE (REQUIRED) - Previous experience in a SaaS support environment is mandatory - Candidates from traditional BPO/call center/scripted support environments will not be considered - Comfortable supporting constantly evolving products with unique customer setups 🔧 AUTOMATION & TECHNICAL SKILLS - Experience with no-code automation platforms such as Zapier, Make, or similar tools - Understanding of: - triggers - filters - actions - workflow logic - troubleshooting failed automations - Technical curiosity and ability to independently learn new systems quickly - Comfortable working with integrations, logs, and error messages 🗣️ COMMUNICATION SKILLS - Excellent written and spoken English - Ability to explain technical issues in simple, customer-friendly language - Comfortable leading Zoom calls, onboarding sessions, and troubleshooting walkthroughs 🚀 WORK STYLE - Comfortable managing multiple conversations simultaneously - Strong problem-solving and prioritization skills - Proactive mindset with a strong sense of ownership 📍 LOCATION & WORKING STRUCTURE - Buenos Aires, Argentina preferred (hybrid model, 3 days/week in office) - Other LATAM locations may be considered for strong candidates - Full availability during EST business hours is required - Direct contractor engagement only