Customer Support Representative | SaaS Industry | 100% remote

Prometeo Talent · Guatemala · posted today ago

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About this role

Prometeo Talent is ranked as the #1 Recruitment Agency in America and Europe. We excel in connecting companies with exceptional technology and engineering professionals.

👩‍💻 We are collaborating with a fast-growing SaaS company transforming the construction permitting industry in the U.S. They serve 5,000+ licensed contractors across Florida, Ohio, and Michigan, and are looking for a key team member in Latin America to be the first point of contact for their customers and help keep their projects moving.

🎯 What We're Looking For

We're seeking a Customer Support Representative who is friendly, reliable, and professional, and who enjoys solving problems rather than just following scripts.

This is a primarily phone-based role where you'll assist contractors with permit filings, account management, and platform usage. The company values people who understand the reasoning behind processes, use independent judgment when situations don't fit the standard playbook, and take ownership of finding the best solution.

🧩 Key Responsibilities

🗣️ Customer Support (Primary Focus)

Answer inbound customer calls in a professional, courteous, and timely manner.
Resolve questions related to permit status, document uploads, account setup, and billing.
Use critical thinking to determine the best resolution when situations fall outside existing processes.
Take ownership of customer issues through resolution, escalating when necessary.
Follow up with customers via phone or email to confirm issues are resolved.

🔄 Documentation & Platform Knowledge

Log all interactions accurately in the CRM system.
Maintain a thorough working knowledge of the platform and permitting workflows, including the reasoning behind key processes.
Quickly learn and navigate SaaS platforms, CRM tools, and spreadsheets as part of daily work.

📊 Performance & Continuous Improvement

Meet or exceed individual performance metrics including call volume, first-call resolution, and customer satisfaction scores.
Identify recurring issues, inefficiencies, and improvement opportunities.
Communicate insights and suggestions to the product and operations teams.

📋 Requirements

Minimum 2 years of customer service experience in a phone-based or call center environment, conducted in English.
Full fluency in English, both spoken and written.
Proficiency in Microsoft Excel and confidence working with spreadsheets.

💻 Equipment & Technical Requirements

Reliable high-speed internet connection suitable for full-time remote work and video calls.
Reliable laptop capable of running multiple browser-based applications at once (desktop computers are not accepted).
Working webcam for meetings and training.
Quiet, professional, and distraction-free home workspace.

⭐ Preferred Qualifications

Previous experience with GoHighLevel, HubSpot, or similar CRM platforms.
Experience identifying process improvements or contributing to operational improvements in a previous role.