Description

We're looking for a Customer Support Representative to handle high-volume customer support across a portfolio of consumer software and e-commerce products. You will manage inbound tickets, resolve customer issues, and handle non-templated requests that require genuine thinking rather than copy-paste responses.

This is not a script-following role. The products are diverse, the customer issues are varied, and the volume is high. You need to be a critical thinker who can read a situation, figure out what the customer actually needs, and resolve it cleanly without escalating everything to a manager. If you have a strong e-commerce support background, write clear English, and genuinely enjoy solving problems rather than routing them, this role is a strong fit.

Why You'll Want to Join

- You will be paid in USD (bi-monthly: every 15th and 30th)
- Paid Time Off in accordance with company policy
- Observance of Holidays per company guidelines
- 100% remote setup so you can work wherever you're most productive
- Work across a growing portfolio of consumer software products with over 1 million users
- High-ownership support role inside a lean, fast-moving team that values judgment over process

What You'll Work On High-Volume Ticket Management

- Handle a high volume of inbound customer support tickets daily across multiple products and channels
- Respond to customer inquiries accurately, clearly, and on time without relying on templated responses for every situation
- Prioritize and triage tickets based on urgency, issue type, and customer impact
- Maintain consistent response quality and tone across all customer interactions

Non-Templated Issue Resolution

- Think critically through edge cases, unusual requests, and issues that do not fit a standard response
- Resolve customer issues end to end without unnecessary escalation




- Use good judgment to determine when a situation requires escalation versus when it can and should be handled directly
- Document recurring issues and flag patterns to the team for product or process improvement

CRM and Project Management Tool Usage

- Manage and track all support activity in HubSpot
- Use ClickUp to manage tasks, follow-ups, and cross-functional coordination
- Keep records clean, accurate, and up to date across both tools at all times

What You Bring

- Proven customer support experience in an e-commerce environment with exposure to high ticket volumes
- Strong written English with the ability to communicate clearly, professionally, and with appropriate tone across different customer situations
- Critical thinking skills with the ability to handle non-templated, ambiguous, or complex support requests independently
- Proficiency with HubSpot for ticket and CRM management
- Comfort using ClickUp or a willingness to learn it quickly
- Highly organized with strong follow-through and the ability to manage a large queue without dropping tickets
- Self-directed and reliable in a fully remote, async environment

Nice to Have

- Experience supporting SaaS, software, or consumer app products in addition to e-commerce
- Familiarity with browser extensions, AI tools, or consumer tech products
- Background working in a multi-product or holding company environment
- Experience working async across multiple time zones

How to Apply

Please include

1. Your updated resume
2. A short Loom video (1 to 2 minutes) introducing yourself, describing your e-commerce customer support experience, and walking through how you handled a complex or non-standard customer issue that required independent judgment

Only candidates who submit a Loom video will be moved to the next step of the hiring process. If you are a clear thinker, a strong writer, and want to own customer support across a growing portfolio of software products without being handed a script for every situation, this role gives you the autonomy and the direct impact to do your best work.

📌 Customer Support Representative (México)
🏢 Hire Overseas
📍 México