Customer Support

Customer Support & Enablement Specialist

Location: Remote (Mexico)

Schedule: Mon – Fri: 4:00 PM – 12:30 AM CST (supporting global clients in U.S. and European time zones)

Reports to: Customer Support Manager

*All applications, cover letters, resumes and any other materials must be submitted in English in order to be considered for this role.

About Synchtank

Synchtank powers the world's leading media and music companies with software that transforms how they manage rights, assets, metadata, and royalties. Our platform helps broadcasters, publishers, record labels, and production music companies simplify operations and maximize revenue from their content.

We live by five core values:

● We Not Me – We win together.

● Own It – Take accountability.

● Get Sh*t Done – Be results-driven.

● Assume Best Intent – Trust and empathy first.

● Think Bigger – Challenge the status quo.

We're scaling fast, and we're looking for a Customer Support & Enablement Specialist to join our global team and play a key role in ensuring customer success and operational excellence.

Role Overview

The Customer Support & Enablement Specialist is the front line of Synchtank's customer experience handling support inquiries, troubleshooting technical issues, and driving process improvements across our support and customer systems. This role blends technical support, system administration, and revenue operations enablement in a high-growth SaaS environment.

You'll work closely with Customer Success, Engineering, and Revenue Operations to maintain seamless integrations across Zendesk, Salesforce, HubSpot, and other tools critical to our customer journey.

Key Responsibilities

● Serve as a primary point of contact for customer support during the 2PM–11:30PM shift, responding via Zendesk and JIRA and ensuring timely, high-quality resolution.

● Manage, triage, and track customer issues, escalating to technical teams as needed.

● Act as Salesforce administrator managing fields, workflows, reports, dashboards, and user permissions. Advanced knowledge and admin experience is preferred.

● Support HubSpot and Apollo marketing and sales automation workflows, integrations, and data accuracy across systems.

● Collaborate with the Customer Success and Dev teams to improve internal processes, data flow, and customer experience.

● Maintain and enhance integrations between Zendesk, Salesforce, HubSpot, and third-party tools.

● Develop and document best practices, knowledge base articles, and internal playbooks for recurring issues or processes.

● Analyze support metrics to identify trends and propose proactive solutions.

● Assist with onboarding and enablement of new customers and team members as needed.

Requirements

● 3–5+ years of experience in customer support or customer enablement within a SaaS or media-tech company.

● Proven experience managing Zendesk, Salesforce (Admin-level), and HubSpot including workflows, data management, and automation.

● Strong technical aptitude and ability to troubleshoot issues across multiple systems.

● Excellent written and verbal communication skills in English

● Comfortable working in a fast-paced, global, cross-functional environment.

● Experience with integrations, APIs, or middleware platforms (e.g., Zapier, Make, Workato) is highly valued.

● Revenue Operations (RevOps) experience or exposure is a plus.

Preferred Attributes

● Self-starter who thrives working independently during off-peak hours.

● Analytical thinker who loves solving problems and improving systems.

● Customer-first mindset: empathetic, patient, and solution-oriented.

● Strong organizational skills with attention to detail.

Why Synchtank

● Work with global media and technology innovators.

● Collaborative, growth-oriented culture with opportunities to expand your skills.

● Competitive compensation and hybrid flexibility.

● Be part of a fast-growing company redefining media asset management.

How to Apply: Interested candidates are encouraged to submit their resume, cover letter, and portfolio (if applicable). All submissions must be in English in order to be considered.

Job Type: Full-time

Pay: $15, $27,000.00 per month

Experience:

• Customer Support/Service: 3 years (Required)
• Zendesk: 3 years (Required)
• API and Integration : 3 years (Required)

License/Certification:

• Salesforce Certified Administrator Certification (Required)
• Salesforce Architect Certification? (Required)

Work Location: Remote