- Workplace
- Remote
- Type
- Full-time
- Department
- Customer Service
- Experience
- 3+ years
- Source
- RecruiterFlow
Description
HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next independent contracting opportunity.
Job Title: Remote Customer Support (100% Work From Home)
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
Key Responsibilities
Inbound Ticket Resolution & Advisor Support
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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.
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Tracks open tickets and manages proactive follow-ups to ensure issues are resolved completely and advisor expectations are consistently exceeded.
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Maintains daily queue hygiene within HubSpot, prioritizing requests based on severity, customer impact, and SLA deadlines.
Technical Troubleshooting & Escalation Bridge
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Serves as the internal bridge between financial advisors and product/engineering teams, translating advisor pain points into clear, reproducible bug reports.
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Follows escalated issues through to resolution—coordinating internally with developers and closing the loop directly with the advisor once resolved.
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Identifies recurring ticket patterns, compiles frequency data and business impact summaries, and flags product trends to inform roadmap priorities.
Help Center Documentation & Queue Maintenance
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Authors and maintains clear, advisor-friendly FAQs, troubleshooting guides, and knowledge base articles to drive self-service adoption.
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Keeps support documentation updated as platform features and configurations evolve.
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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.
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Language & Communication: Fluent written and spoken English, capable of communicating clearly, empathetically, and professionally with US-based financial advisors over phone, email, and chat.
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CRM & Ticketing Tool Fluency: Daily operational experience using major CRM and ticketing software (HubSpot, Salesforce, Zendesk, Intercom, or Freshdesk).
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Technical Aptitude: Strong investigative mindset—able to read error logs, understand web application basics (APIs, browser behavior), and reproduce platform issues methodically.
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Emotional Composure & Prioritization: Proven ability to de-escalate urgent or frustrated customer situations calmly while prioritizing competing tasks under queue pressure.
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Remote Infrastructure: Dedicated quiet home office setup, computer, webcam, headset, and reliable high-speed internet.
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Schedule Availability: Full availability to work full-time hours during US Eastern Time (ET) business hours.
Preferred Qualifications
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Experience supporting fintech, wealthtech, financial services, or B2B SaaS platforms.
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Hands-on experience operating within HubSpot Service Hub.
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Baseline understanding of financial advisor workflows or risk management platforms.
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Competitive Baseline Salary: Fixed compensation of $1,700 USD/month.
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High-Impact SaaS Role: Direct ownership of client relationships and internal product feedback loops within a growing fintech company.
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Structured Evaluation & Growth: Work within a transparent EOS/Ninety.io framework with clear GWC (Get it, Want it, Capacity) success metrics and professional feedback cycles.
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100% Remote Infrastructure: Predictable full-time hours (M-F, US Eastern Time) executed remotely alongside a high-performing US SaaS team.
Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.
Each application includes knockout questions designed to verify the minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES," as we are only able to hire Latin American talent based in Latin America.
To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don’t qualify for will not improve your chances and may affect future applications.
All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.
