Customer Support Specialist (Colombia ONLY)
$30,000–$34,800 year
RemoteColombia
Job Summary
Respond to customer inquiries via Intercom with speed and empathy while maintaining high CSAT scores. Troubleshoot product issues and escalate bugs to internal teams. Create and maintain self-serve resources, including Fin AI support bot, help center articles, onboarding guides, release notes, and feature documentation. Identify recurring support themes to proactively address documentation gaps before they generate tickets. Partner with Product, Engineering, and Customer Success to surface feedback and improve workflows. Track support volume trends, resolution times, and content performance. Use AI tools to reduce manual work and improve efficiency in routine tasks. This role sits at the intersection of reactive support and proactive content creation, directly reducing support volume and improving the customer experience at scale.
Required Qualifications
- 2+ years of experience in a customer support or customer success role
- ideally at a B2B SaaS company
- Strong written communication skills
- Experience with Intercom or similar support tools
- Comfort writing user-facing documentation
- A systematic thinker who can spot patterns and build scalable, self-serve solutions
- Strong organization and time management
- the ability to balance reactive support with proactive content work
Desired Qualifications
- Technical curiosity and comfort navigating API documentation or developer-facing tools
- Background in compensation, commissions workflows, or revenue operations
- Experience creating video walkthroughs or screen recordings
- Familiarity with Salesforce, HubSpot, or other CRM solutions
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