LATAM Customer Support Agent-Remote

About the Company A Series A decision-intelligence platform for independent wealth management (founded 2017), serving registered investment advisors with tools spanning portfolio risk analytics, compliance workflows, and advisor productivity. Operating in a $100B addressable market with strong product-market fit among mid-market and enterprise RIA clients. Growth-stage, under 100 employees, running on EOS with a lean, accountable team working directly with the CEO, Head of Sales, and Head of Customer Success. About the Role The Customer Support Agent owns the full lifecycle of inbound support tickets across email, chat, and phone, resolving them within SLA and acting as the front-line face of the product to advisors. Beyond resolving tickets, the role keeps the queue clean in HubSpot, builds and maintains self-serve help documentation, and surfaces recurring issues to product and engineering as structured reports. The mission: deliver a fast, reliable, professional support experience that builds advisor trust and reduces churn. This is a customer-facing US-market role, so clear spoken and written English that American customers understand easily is essential; accent and delivery genuinely matter. Success at 12 months: mean time to resolve at or below 14 working hours, CSAT at or above target, weekly backlog at or below 20 open tickets, measurable self-serve deflection through documentation, and recurring issues consistently escalated and tracked to resolution. What You'll Own Full lifecycle of inbound tickets across email, chat, and phone, resolved within SLA — investigating and reproducing issues before responding Queue hygiene in HubSpot: daily systematic queue work, accurate status and notes, flagging SLA-risk tickets before they breach Self-serve help documentation for the highest-volume issues, kept current as the product evolves Structured escalations of recurring patterns (frequency, affected accounts, business impact) to product and engineering, tracked to closure Representing the product professionally as the face of it in every advisor interaction Must-Have (hard, non-negotiable) 3+ years of customer support experience Support delivered to a US-based technology company Fluency with a major CRM/ticketing tool (Salesforce, HubSpot, Zendesk, or similar) Strong verbal and written English, clear and easily understood by American customers; accent and delivery matter Multi-channel support (email, chat, phone) with disciplined SLA management Technical aptitude: reproduces issues, reads error messages and logs, understands how web apps work (no coding required) Composure under pressure and disciplined prioritization of a busy queue Remote-ready with a reliable setup and strong overlap with US business hours Nice-to-Have SaaS or fintech/wealthtech background Help-center / self-serve documentation experience Familiarity with escalation workflows to product and engineering Experience supporting financial-advisor or compliance software Details Employment: Full-Time | Location: Remote — LATAM (strong overlap with US business hours) | Experience: 3+ years Compensation: $1,500–$2,000 per month. No visa sponsorship.