Technical Customer Support - LATAM (Remote)

📋 Description

• • Be the human face of Judge.me’s award-winning support for 600,000+ merchants across Latin America. You’ll own the entire customer journey—from the very first “how do I install this?” chat to advanced CSS tweaks that make a store shine—delivering the same white-glove experience that has earned us 35,000 five-star reviews on Shopify.
• • Deliver true omnichannel excellence. In a single day you may jump from a live chat in Portuguese, to an email thread in Spanish, to a Twitter DM in English, and finally to a forum post that becomes the go-to answer for thousands of future users. Every interaction is an opportunity to turn a frustrated merchant into a lifelong advocate.
• • Troubleshoot and triage technical issues with surgical precision. Whether it’s a JavaScript conflict in a custom theme, a Liquid snippet that refuses to render, or a BigCommerce webhook that’s misbehaving, you’ll diagnose, document, and—when needed—escalate to our developers with crystal-clear reproduction steps. Your ticket notes become the blueprint for permanent fixes.
• • Onboard new users at lightning speed. You’ll guide merchants through initial setup, recommend optimal review-widget placements, and configure advanced features like photo reviews and Q&A. By the end of your call, their store won’t just “work”—it will look and feel like it was built by a seasoned e-commerce agency.
• • Proactively optimize stores for conversion. Using a mix of analytics, A/B testing, and design intuition, you’ll fine-tune colors, spacing, and messaging so that review widgets blend seamlessly into any theme. Merchants routinely report double-digit lifts in conversion after your tweaks—results they’ll brag about in our community forums.
• • Champion the voice of LATAM merchants inside Judge.me. You’ll aggregate feedback, spot regional trends, and propose new features or translations that make our product feel native to every market from Mexico to Argentina. Your insights directly influence our roadmap and help us maintain our 50 % year-over-year organic growth.
• • Maintain a relentless focus on empathy. Behind every support ticket is a real entrepreneur juggling inventory, ads, and payroll. You’ll listen, reassure, and educate—transforming stressful moments into “wow, these folks actually care” stories that merchants share on social media and Shopify groups.
• • Keep our quality bar sky-high. We have no scripts, no call-time quotas, and no upsells—just a simple rule: leave the customer happier than you found them. You’ll review peer tickets, share knowledge-base drafts, and run internal demos so the entire LATAM squad levels up together.
• • Work a fixed schedule that respects your life: 12:30–21:30 BRT, five days a week (including weekends), with a full hour for lunch and absolutely zero unpaid overtime. All you need is a quiet corner, a rock-solid internet connection, and the drive to make commerce more trustworthy—one conversation at a time.