We're looking for a Technical Product Customer Support Specialist to help users navigate a financial SaaS platform. You will manage support operations independently during your shift, handling incoming tickets and live chat inquiries via Intercom, building efficiency systems, and ensuring nothing falls through the cracks between shifts.
This is a solo shift role. You will be the only support person on during your hours, operating in an asynchronous environment where stakeholder responses may take time. You need to be comfortable owning the support queue independently, making good judgment calls on escalation, and keeping the customer experience consistent without real-time backup. If you are technically capable, highly organized, and take pride in resolving issues thoroughly rather than just closing tickets, 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 US Holidays per company guidelines
- 100% remote setup so you can work wherever you're most productive
- This role works Monday to Friday, 12:00 PM to 8:00 PM US Eastern Time:
- Work on an innovative product at the intersection of fintech and automation
- Hands-on experience with internal tools and real customer workflows
What You'll Work On
Customer Support and Ticket Management
- Handle incoming support tickets and live chat inquiries via Intercom, ensuring timely and accurate responses throughout your shift
- Provide real-time chat support while maintaining consistent coverage from start to end of shift
- Flag and escalate urgent or high-priority tickets to the Customer Support Manager when needed
- Coordinate with the morning shift teammate to ensure smooth handoffs and continuity of unresolved tickets across shifts
Efficiency and Process Improvement
- Build and maintain macros for frequently asked questions to improve response speed and consistency
- Contribute to the development
📌 Technical Product Customer Support (Ciudad de México)
🏢 Hire Overseas
📍 Ciudad de México
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