(ET01CSL) Customer Support Lead - Remote, LATAM

Customer Support Lead - Remote, LATAM

We're hiring for a fast-growing SaaS company that's transforming how fitness professionals manage and scale their businesses. As their all-in-one platform rapidly expands, they’re looking to level up the customer support experience.

This is a hands-on leadership role for someone who thrives in fast-paced environments, loves building systems from scratch, and sees AI as a powerful lever for smart, scalable support. If you're strategic, solutions-focused, and ready to make a big impact, this role is for you.

What You’ll Do

• Manage and resolve complex support tickets using Jira.
• Define and optimize support workflows for efficiency and empathy.
• Develop internal documentation and SOPs for scalable support.
• Implement and manage AI tools (e.g., chatbots, ticket triage).
• Act as a player-coachleading by example and mentoring others.
• Collaborate with Product, Engineering, and Customer Success teams
• Track key KPIs (CSAT, NPS, resolution time) and identify improvement areas
• Contribute to support-related OKRs and overall customer success strategy

What You’ll Bring

• 3-5 + years in SaaS customer support or operations; 1-2 years in a lead or strategic role.
• Hands-on experience managing support ticketing systems (like Jira), resolving tickets, and leading support team.
• Familiarity with AI tools in support settings and experience implementing or evaluating them.
• Strong written and verbal communication skills
• A strategic mindset with a roll-up-your-sleeves attitude
• Experience with tools like Intercom, HubSpot, Zendesk, Notion
• Prior startup or high-growth tech experience is a plus.

Why You’ll Love This Role

• Be the architect of a modern, AI-driven support function.
• Work 100% remotely with flexible hours.
• Join a high-performing, mission-driven team.
• Competitive salary and performance-based growth.
• Make a lasting impact on the future of fitness software.