Product Support Specialist - LATAM
Remote
Job Summary
Product Support Specialist responsible for educating and empowering Swapcard customers globally. Communicate with customers primarily via Intercom and occasional video calls/webinars; own customer communications from initial contact through resolution; become the go-to knowledge resource for how Swapcard works and what it can do. Partner with Product and Success teams to identify issues, surface feedback, and help drive a reliable, intuitive user experience; identify gaps in Help Center content and contribute to knowledge base improvements. Candidate should have 1-2 years of technical support experience, solid understanding of web technologies (HTML, CSS, JavaScript, APIs), proficiency with tools like Slack, Notion, Intercom, JIRA, Gainsight, and a strong customer-facing mindset with problem-solving and KPI-focused mindset.
Required Qualifications
- 1-2 years of technical support experience
- Solid understanding of web technologies (HTML, CSS, JavaScript, APIs, etc.)
- Experience using Intercom, Slack, Notion, JIRA, Gainsight
- Strong customer focus and communication skills
- Ability to troubleshoot and use resources to answer baseline questions
- Experience with KPIs or metrics/quotas
- Demonstrated ability to work independently in a remote environment
- Willingness to contribute to knowledge base and Help Center content
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