Job Details

Floowi connects top LATAM professionals with leading U.S. companies through remote talent solutions. Our mission is to make LATAM the world's premier hub for growth and excellence.

About our Client:
Our client operates in the financial technology space, providing platform-based solutions that support advisors in managing and optimizing financial strategies. Their model combines software-driven tools with ongoing support, enabling users to navigate complex financial scenarios with structured, data-informed guidance.

✍ Short Description:
We are looking for a Customer Support to manage the full lifecycle of inbound support requests across a software platform. This role involves resolving tickets via email, chat, and phone while acting as the main point of contact for users. You will investigate issues, collaborate with internal teams, and ensure timely and accurate resolutions. Additionally, you will contribute to maintaining support documentation and identifying recurring issues to improve overall product experience.

Location: 100% Remote (LATAM only)
Language Requirements: Advanced English (C1+)
Schedule: Full-time, aligned with EST
Start Date: ASAP

Compensation & Benefits:

• Competitive salary in USD
• Remote-first flexibility. Work from anywhere.
• A monthly flexible benefits budget, in addition to your salary.
• PTO and paid U.S. holidays

Responsibilities:

• Own the full lifecycle of inbound support tickets from receipt through resolution across email, chat, and phone.
• Investigate issues by reproducing scenarios, reviewing account configurations, and analyzing logs to ensure accurate resolution.
• Maintain organized and prioritized ticket queues within CRM systems, ensuring SLA targets are consistently met.
• Act as the primary point of contact for users, coordinating with product, engineering, and customer success teams.
• Create and maintain help documentation, including FAQs and troubleshooting guides, to support self-service.
• Identify recurring issues and escalate patterns to internal teams to support long-term product improvements.

Qualifications:

• Experience managing inbound support requests across multiple channels such as email, chat, and phone.
• Strong ability to investigate and troubleshoot issues within a software or platform environment.
• Experience working with CRM or ticketing systems such as HubSpot, Zendesk, or Intercom.
• Ability to document processes and create clear, user-friendly help content.
• Experience collaborating with cross-functional teams such as product, engineering, or customer success.

If you meet the experience outlined above, we'd love to hear from you. Please apply-our team is excited about your application and will be in touch as soon as possible.

Locations Floowi Inc Remote status Fully Remote