**About Hearth**
Hearth is on a mission to empower America's small business professionals to build growing, profitable companies. In a $600B/year fragmented market where 50-80% of home services companies fail within five years, we're building the essential operational financial infrastructure to power the next generation of small businesses.
**Current Metrics**:
- $26M Annual Recurring Revenue (ARR)
- 30%+ Year-over-Year Growth
- 12,000+ Contractors Served
- $4B+ Annual Transaction Volume
**The Opportunity**
We’ve learned that our technology helps contractors grow faster, but when paired with strategic guidance, contractors win even bigger. Your role will be to partner with small business owners and guide them with an obsessive focus on results.
Home improvement contractors are often taken advantage of by marketers and big banks, and while excellent craftspeople, often welcome help with business operations, strategy, and accountability.
As such, your focus will be to identify opportunities and help implement Hearth’s software within customers' operations, which includes training, accountability, and problem-solving, while serving as a trusted advisor.
You will join a team of high-performing, data-driven Customer Engagement Specialists who are creative, driven, and highly collaborative. As we are a young startup, you will be expected to drive the development and improvement of our team.
**What You’ll Do**:
- Monitor social media channels and respond to any customer comments in those channels (e.g., Instagram, Facebook)
- Flag issues that need to be escalated and loop in Tier 2 support where needed




- Implement Hearth’s platform and product solutions into the business operations of our customers
- Drive engagement, activity, and accountability through meaningful outreach
- Share valuable customer feedback and ideas with internal product and engineering teams to make our product everything our customers need and more.
- Resolve customer issues, questions, or concerns quickly and with empathy.
- Identify, troubleshoot and escalate issues pertaining to customer education and product functionality.
- Manage and control numerous concurrent tasks in tandem.
**Who You Are**:
- Customer-obsessed with a track record of going above and beyond for the customer
- Previous social media moderation experience required
- Impeccable attention to detail
- Desire to help our customers and be their advocate
- Ability to customize the support experience to the needs of individual customers
- ** You are highly results oriented.** You focus on outcomes and do whatever’s needed to get there.
- ** You are a skilled problem solver**.
- You have **impeccable written and verbal communication skills.**:
- You have are **reliable** and have **excellent time-management**:




- You are a **strong team player** and **self-starter**.
- You have **strong multi-tasking skills**:
- You are highly **coachable**:
- Ability to thrive in a fast-paced environment
- ** Ideal: past experience with lending/credit**:
- ** Adecuado**:experience in SaaS customer service or sales**
**Our Core Values**
- ** Truth.**We value honesty and data. We seek to understand what is reality, so we can effectively respond to it.
- ** Slope.** Rate of change over time. We hire and reward based on a team member’s potential, capacity, and growth-mindset, rather than a fancy resume.
- ** Mutual Benefit.**The best outcomes happen when everyone wins - customers, team members, and the company. We seek to understand each other’s aspirations and create alignment to get there.
- ** Competitive Greatness.**We desire an opportunity and environment from which to pull the greatest versions of ourselves out into the world, rather than just a “job”.
**Location**
This a remote role based in Latin America
**Benefits**
- Mission-driven, values-based culture.
- Competitive pay.
- Unmatched opportunities to learn and develop; front-row seat at a fast-growing tech startup
**More About Us**
**Hearth embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. We consider employment for qualified applicants with arrest and conviction records.

📌 Written Customer Support Specialist - Latin America Contractor (México)
🏢 Hearth
📍 México