Customer Support Specialist

• Help users solve technical and feature-related questions via chat
• Guide users toward the Metricool plan that best suits their needs
• Collect user feedback and share suggestions with the team
• Coordinate incident reports and cross-departmental requests
• Build and update help guides and support documentation
• Build strong relationships with the team to stay aligned on user needs
• Collaborate across departments to resolve tricky situations and improve support materials
• Learn the team, product, and processes during the first month
• Gain autonomy and share ideas to improve community support during the first quarter
• Manage workflow and drive strategies aligned with company goals long term

• Based in El Salvador
• Background in Customer Support or client-facing roles
• Training or degree in Digital Marketing or related fields
• Advanced/Fluent level in both English and Spanish
• Understanding of digital marketing basics is nice to have
• Basic programming/technical knowledge is nice to have
• User-first mindset with active listening, empathy, and patience
• Ability to explain complex tools in simple, easy-to-understand terms
• Organized and comfortable taking ownership to resolve issues independently
• Enjoy collaborating across teams and supporting colleagues
• Experience in SaaS and/or digital marketing is a huge plus

• 100% Remote Environment
• Annual Team Meetups
• Language Learning Support
• Competitive compensation
• Benefits may vary depending on contract type and local regulations