LATAM Customer Support Specialist

LATAM Customer Support Specialist

Location

Remote (Mexico, Honduras, Costa Rica and other Central American countries)

Job type

Full-time, independent contractor

Schedule

Full-time, Monday to Friday, 10:00 AM to 7:00 PM Pacific Time (PT). The first two months are an onboarding period from 6:00 AM to 3:00 PM PT (9:00 AM to 6:00 PM ET).

Compensation

Competitive, market-based hourly rate, aligned with your location.

Overview

Lettuce Box is a well-established software company providing innovative technology solutions to enterprise-level customers in the logistics industry. We built veroFresh™, a cold-chain platform that gives food distribution centers real-time, simulated product temperatures from trailer telematics data, along with route management and performance analytics. Our platform is trusted by some of the largest global distributors, and we're now looking to expand our product offerings while continuing to enhance and maintain the technology our current customers rely on.

We are seeking a fully remote Customer Support Specialist to join our Customer Success team to deliver outstanding support to B2B SaaS customers in English, ensuring user satisfaction, timely issue resolution, and successful onboarding experiences. You will diagnose and resolve user issues via email or support portal and participate in and contribute to stand-ups, weekly 1-1s, monthly review meetings, and onboarding of new customers via video conference calls. As you demonstrate success in this role, you will take on an active leadership role to ensure successful meetings and initiatives, both internal and customer-facing.

You will escalate issues to our engineering team after you have fully characterized the nature of the problem and gathered all relevant data. You will monitor the status of any such issues to make sure timely updates and resolutions are provided to users and to our management team. When needed, you will drive accountability and follow-up from all internal resources to ensure customer commitments are met.

As part of a small but highly agile team, you'll have the opportunity to maintain our outstanding customer service, increase user engagement, and help shape both the future of our products and the success of our company.

Key Responsibilities

• Respond to customer inquiries via email and support portal.
• Troubleshoot and resolve technical and usage issues related to a B2B SaaS platform.
• Escalate complex issues to the engineering and management team while keeping customers updated until issue resolution.
• Track, categorize, and report common issues to the product and engineering teams.
• Maintain accurate logs of interactions and resolution status within the support CRM.
• Actively contribute to the creation and improvement of FAQs, Knowledge Base materials, and other collateral, both internal-facing and customer-facing.
• Guide new users through onboarding processes via email, support documents, or video call.
• Participate in and help deliver training sessions for existing users to strengthen product adoption.
• Build trust and relationships with customers through clear, effective, empathetic, and helpful communication.
• Effectively influence and drive internal resources to ensure that customer issues and commitments are met.

Required Skills & Experience

• 3+ years in a customer support related role.
• Fast and reliable internet is required.
• Excellent communication and collaboration skills, with the ability to work closely with customers, users, and members of our engineering, customer success, and management teams to ensure user success, alignment with company goals, and successful execution.
• Fluency in English, written and verbal, with the ability to understand and professionally communicate industry concepts and software features.
• Technical troubleshooting skills; able to understand system capabilities, customer workflows, and user-side errors.
• Technically proficient utilizing tools such as Google Suite, Notion, Jira, etc.
• Strong organizational and problem-solving skills with a proactive mindset.
• Ability to influence, align, and direct team members and other stakeholders toward successful delivery of customer support, product features, and customer setup/onboarding.
• Hands-on experience with Zendesk.
• Self-starter comfortable working remotely, independently, and across time zones. Able to effectively manage self, tasks, and projects.
• Working understanding of how software integrations work, particularly APIs, with the ability to read API documentation, interpret error responses, and help identify whether an issue originates on the platform or with a third-party provider.
• Bonus: Experience supporting B2B SaaS customers for US-based companies. Familiarity with CRM, ticketing systems, and project management tools. Able to successfully interact with senior-level customer stakeholders, such as Director and VP titles, when discussing technical and business topics.

Pay: From $8.00 per hour

Expected hours: 40.0 per week

Benefits

* Work from home

Application Question(s)

• Do you currently live in Mexico, Honduras, Costa Rica or Central America?
• This position has specific required hours. Are you available to work 10:00 AM to 7:00 PM Pacific Time (PT), Monday to Friday?
• Do you have previous experience with APIs and integrations?
• What is your expected hourly rate in USD? Please enter a number only.

Experience

• Customer support: 3 years (Required)
• Zendesk in a professional setting: 1 year (Required)

Language

* Fluent English (Required)

Work Location: Remote