Senior Customer Support Specialist (LATAM) Location: Remote
We're looking for a hands-on Senior Customer Support Specialist to work tickets, calls, and escalations alongside the rest of our Customer Support team — while also serving as the go-to person when something exceeds what a rep should handle alone.
You'll set the standard for how support should be done, mentor the team informally by example, and surface ideas and patterns to leadership — without taking on formal management or accountability for the team.
You'll work closely with the broader CS team as well as our inventory and operations functions, and escalate anything that exceeds what should be resolved at your level to the Director of Business Operations.
Work the same volume of tickets, calls, and emails as the rest of the CS team via HubSpot Help Desk
Set the standard for response quality, tone, and resolution speed — reps learn the right way by watching how you handle real tickets and calls




Bring experience with AI-assisted support tooling (e.g., 3+ years in customer support
~ Hands-on experience with HubSpot Help Desk or a comparable CRM/ticketing platform
~ Experience with Intercom Fin AI or similar AI-assisted support tools is a strong plus
~ Native/fluent or advanced English speaker with strong verbal communication — this role includes phone support
~ Experience in travel, hospitality, wellness, or a similarly relationship-driven service industry is a plus, but not required
Real ownership over how support gets done, during a period of real change (AI tooling, team restructuring, seasonal scaling)
Fully remote, working closely with a small, high-context leadership team, plus close collaboration with CS, inventory, account management, and operations

📌 NOW HIRING Senior Customer Service Representative (Ciudad de México)
🏢 Stealth Startup
📍 Ciudad de México