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Customer Support Specialist (LATAM, Remote)

WhippyRemote - Latin America
Remote Full-time

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Experience Level

Experience

Qualifications

The ideal candidate will possess:Demonstrable SaaS support experience, moving beyond BPO or call center environments. Experience in constructing and troubleshooting automated workflows using Zapier. A proactive mindset with excellent problem-solving capabilities. Strong communication skills and the ability to work in a high-pressure setting.

About the job

About Whippy

Whippy builds AI-powered communication tools for major staffing and workforce companies in the United States. The platform helps clients move from manual processes to automated solutions for voice, SMS, chat, and other workflows. Whippy is a bootstrapped company with $6M in annual recurring revenue and is growing steadily.

Important Note Before Applying

This is not a help desk or BPO position, and there are no ticket queues. Candidates with only scripted support backgrounds (such as Teleperformance, Concentrix, or Sutherland) may find this role a mismatch. The work is technical and customer-facing, with a 2-minute response time on chat and daily diagnostic tasks.

Role Overview

Customer Support Specialists at Whippy support clients who use workflow automation instead of custom API integrations. The job involves configuring, building, and troubleshooting automated workflows using Whippy’s internal workflow builder and no-code tools like Zapier. Coding isn’t required, but an understanding of automated workflows and their common issues is essential.

What You Will Do

  • Respond to customer questions via Intercom, meeting a 2-minute response SLA on chat.
  • Identify and fix misconfigured workflows, campaign errors, carrier problems, and compliance rejections.
  • Build and troubleshoot automated workflows using Whippy’s tools and Zapier.
  • Monitor customer usage and reach out proactively before issues arise.
  • Document bugs in Linear with clear details and follow up until resolved.
  • Work with telephony providers such as Telnyx, Bandwidth, and Twilio as needed.
  • Manage a varied portfolio of accounts, balancing both reactive and proactive support.
  • Create and share solution documentation and playbooks with the support team.

Qualifications

  • Experience in SaaS support, not in BPO, scripted, or call center roles.
  • Skilled at building and troubleshooting automated workflows with platforms like Zapier.
  • Strong problem-solving ability and a proactive approach to customer service.
  • Comfortable working independently in a high-activity environment.

Location

This is a remote position open to candidates based in Latin America.

About Whippy

Whippy is at the forefront of revolutionizing communication in the workforce sector, leveraging artificial intelligence to enhance operational efficiency. Our platform is designed to replace tedious manual workflows with intelligent automation, enabling businesses to focus on their core competencies. As a bootstrapped company with significant annual recurring revenue, we are committed to innovation and growth.

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