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Customer Support Specialist

ArgentinaPosted 20d ago

At deRecruiters we are working with a fast-growing B2B SaaS platform for customer messaging and communication automation. They're looking for a Customer Support Specialist. This is a technical, fast-paced, customer-facing role — not a help desk or scripted BPO position. Specialists own the front line for SMB and franchise customers, working hands-on with the platform's workflow automation and no-code tools.

Responsabilities:

  • Troubleshoot and configure customer workflow automations (platform's internal builder + Zapier)

  • Investigate delivery/compliance issues (carrier rejections, telecom regulations) and resolve or escalate them

  • Read system logs to diagnose whether an issue is a customer setting, platform bug, or carrier block

  • Deliver live Zoom trainings and onboarding sessions

  • Run iteration/feedback cycles on AI agent deployments for customers

  • Manage a support queue via chat and email under SLA (chat response under 2 minutes, email within 1–2 hours)

  • Log bugs with engineering, give customers a workaround, and follow up until resolved

  • As you grow: monitor account usage proactively, spot workflow gaps, and manage a portfolio of accounts with reactive and proactive touchpoints

  • Go deep on one industry vertical (e.g., staffing, pharmacy) rather than staying a generalist

What we're looking for:

  • Conscientious, persistent, low ego — chases things to closure, no task too small

  • Fast learner — proven track record of teaching themselves a complex tool or domain without formal training

  • Proactive by default — notices problems and acts without being asked

  • Strong written English — clear, fast, professional; comfortable working under a live SLA

  • Works independently under pressure — knows when to act and when to escalate, keeps the customer informed either way

  • Comfortable on Zoom — screen-sharing, live troubleshooting, training customers

  • Automation/workflow comfort a strong plus (Zapier, Make, or similar); at minimum, understands conceptually how triggers, actions, and filters work

  • Ambitious — sees this as a path into Customer Success, Product, or Product Marketing, not an end point

Requirements

  • Full English fluency, written and spoken

  • Full availability during EST hours

  • Location: Buenos Aires (hybrid, 3 days/week) preferred; Córdoba (hybrid, 3 days/week) or elsewhere in Argentina (remote) also considered

  • Direct contractor hire

Customer Support Specialist · deRecruiters