Customer Service Representative (Costa Rica) (Remote)

Customer Support Representative (Remote)

About the Role
Youll be on the frontlines helping users troubleshoot issues, navigate the product, and find answers while working closely with our internal team to improve systems, documentation, and the overall customer experience. This is a critical role during our self-serve launch and will require strong communication skills, comfort with ambiguity, and a startup-level work ethic.

What You'll Do

• Monitor and respond to customer inquiries from shared Slack channels, support email, and ticketing systems (via Pylon or similar tools)
• Collaborate with AI support bots and escalate complex or sensitive cases for human review
• Maintain clear, empathetic, and efficient communication with users across various regions
• Help identify gaps in the knowledge base and contribute to internal documentation
• Assist with onboarding flows, including fielding first-time user questions and guiding new customers through the setup
• Coordinate with the core team during onboarding to learn processes before shifting into night coverage

What We're Looking For

• Prior experience working at a software company
• Strong written English and the ability to communicate with clarity, empathy, and professionalism
• Comfortable using tools like Slack, Intercom, Linear, Pylon, or similar ticketing/automation systems
• Experience working with startup or fast-growth SaaS products is highly preferred

Tools You'll Use

• Slack
• Pylon
• Jira
• Linear