Remote Customer Support

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Location:
Remote from Latin America Position Type: Full-time

Salary:
$1,700 USD/month Schedule: Full-time (US Eastern Time (ET) business hours) Job Overview Our Client is an innovative financial technology software platform empowering financial advisors with advanced risk management, compliance, and client engagement tools. Built on a commitment to product excellence, advisor trust, and high-touch client success, they deliver powerful SaaS solutions designed to streamline advisory workflows. Operating within a performance-driven culture, they rely on sharp, empathetic support professionals to deliver fast, reliable, and professional technical support across their platform. The Role Our Client is seeking a technically adept, clear-communicating Customer Support Agent to own the full lifecycle of inbound advisor support requests via email, chat, and phone. Acting as the primary face of the product and the connective tissue between clients and internal Product, Engineering, and Customer Success teams, this professional manages ticket queues, maintains high SLA compliance, authoring self-serve help documentation, and investigates root causes. This role is ideal for a customer support specialist with 3+ years of experience supporting US technology companies who excels at technical troubleshooting and cross-functional escalation.

Key Responsibilities
Inbound Ticket Resolution & Advisor Support
- Owns the full lifecycle of support requests submitted via email, chat, and phone, conducting thorough investigations (reproducing issues, checking logs, reviewing account setups) before delivering clear resolutions.
- Tracks open tickets and manages proactive follow-ups to ensure issues are resolved completely and advisor expectations are consistently exceeded.
- Maintains daily queue hygiene within HubSpot, prioritizing requests based on severity, customer impact, and SLA deadlines. Technical Troubleshooting & Escalation Bridge
- Serves as the internal bridge between financial advisors and product/engineering teams, translating advisor pain points into clear, reproducible bug reports.
- Follows escalated issues through to resolution—coordinating internally with developers and closing the loop directly with the advisor once resolved.
- Identifies recurring ticket patterns, compiles frequency data and business impact summaries, and flags product trends to inform roadmap priorities. Help Center Documentation & Queue Maintenance
- Authors and maintains clear, advisor-friendly FAQs, troubleshooting guides, and knowledge base articles to drive self-service adoption.
- Keeps support documentation updated as platform features and configurations evolve.
- Ensures accurate ticket data entry, categorization, and tagging within HubSpot to provide executive leadership with reliable operational reporting. Qualifications, Skills, and Key Competencies Required Qualifications
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Experience:
3+ years of customer support experience, including direct experience supporting a US-based technology or SaaS company.
- Language & Communication: Fluent written and spoken English, capable of communicating clearly, empathetically, and professionally with US-based financial advisors over phone, email, and chat.
- CRM & Ticketing Tool Fluency: Daily operational experience using major CRM and ticketing software (HubSpot, Salesforce, Zendesk, Intercom, or Freshdesk).
- Technical Aptitude: Strong investigative mindset—able to read error logs, understand web application basics (APIs, browser behavior), and reproduce platform issues methodically.
- Emotional Composure & Prioritization: Proven ability to de-escalate urgent or frustrated customer situations calmly while prioritizing competing tasks under queue pressure.
- Remote Infrastructure: Dedicated quiet home office setup, computer, webcam, headset, and reliable high-speed internet.
- Schedule Availability: Full availability to work full-time hours during US Eastern Time (ET) business hours. Preferred Qualifications
- Experience supporting fintech, wealthtech, financial services, or B2B SaaS platforms.
- Hands-on experience operating within HubSpot Service Hub.
- Baseline understanding of financial advisor workflows or risk management platforms. Benefits
- Competitive Baseline

Salary:
Fixed compensation of $1,700 USD/month.
- High-Impact SaaS Role: Direct ownership of client relationships and internal product feedback loops within a growing fintech company.
- Structured Evaluation &