LATAM Customer Support Agent

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 is to deliver a fast, reliable, professional support experience that builds advisor trust and reduces churn. This is a full-time, fully remote contractor role based in LATAM, with strong overlap with US business hours.

This is a customer-facing US-market role, so clear spoken and written English that American customers understand easily is essential. Success at 12 months looks like mean time to resolve at or below 14 hours (within working hours), CSAT at or above target, a weekly backlog kept 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 StratiFi professionally as the face of the product in every advisor interaction