Customer Support Representative (LatAm, Remote)

Hi I'm Aidan, founder of Maple.At Maple, we're building AI agents that work for local businesses: restaurants, salons, repair shops, and everything in between. These agents answer calls, take orders, book appointments, and handle real customer interactions over natural voice.But our bigger mission goes deeper: we're building automated ontologies that model how businesses actually operate — their services, workflows, constraints, and language — so our agents can adapt to them instantly. We meet businesses where they are, not where software wants them to be.We have many customers, strong revenue growth, years of runway, and backing from world-class investors. I'll share more once we meet.Why This Role ExistsWhen a business signs with Maple, two things must happen:They must get live quickly.They must feel like we have their back.This role sits at the intersection of onboarding and support. You will:Guide new customers through setupHandle live support when issues ariseThink quickly when edge cases happenCommunicate calmly when a restaurant owner has questionsEscalate to engineering clearly and precisely and implement solutionsWe need someone who:Thinks on their feetEnjoys talking to business ownersCan gather context fastIs comfortable with ambiguityTakes ownership instead of waitingWhat You'll DoOnboardingRun onboarding calls with new customersTranslate business operations into structured AI configurationsIdentify gaps or unclear workflows and clarify them liveEnsure customers go live quickly and confidentlySupportHandle inbound support calls, texts, and emailsTroubleshoot real-time voice agent issuesThink creatively when things don't follow the scriptGather complete context before escalating to engineeringOwn issues end-to-endSystems + FeedbackDocument cases clearly in SalesforceCommunicate tightly in SlackIdentify recurring friction pointsSuggest improvements to tooling, onboarding flow, or documentationWho You AreOwnership mentalityYou think like an operator. You take initiative, care about outcomes, and feel energized by solving real problems.ResponsivenessYou operate with urgency and reliability. When something needs attention, you step in quickly and keep it moving.Growth-MindedYou enjoy learning, improving, and quickly implementing feedback.Job RequirementsFluency in English (C1/C2), with strong written and verbal communication skills in both languages2–5+ years in customer support, onboarding, or high-touch SaaS rolesExperience handling escalations and complex customer issues with professionalism, empathy, and sound judgmentStrong conversational ability (moderately extroverted, not robotic)Quick thinker — you don't default to "let me check on that"Comfortable handling ambiguous or messy situationsAbility to stay calm, respectful, and solution-oriented in time-sensitive or high-pressure situationsAble to gather context when customers provide incomplete informationStrong organizational skills with the ability to prioritize effectively, manage multiple active cases simultaneously, and maintain accuracy under pressureBonus if you:Have worked with SMBs or local businessesHave experience with Intercom, OpenPhone, SalesforceHave supported technical productsThrive in early-stage startup environmentsHow we workWe optimize for leverage. That means great internal tooling, fast CI/CD, and code that scales across many customer typesWe believe in deep ownership. Engineers here talk to users, design features, and ship fastWe value clarity over process. You'll spend most of your day building, not waiting on decisionsWe move in person. We're a tight-knit team that moves fast and solves problems togetherWhat we offerCompetitive salary + meaningful equityA real product with real usage and growing revenueStrong In-person culture, fast feedback loops, and zero bureaucracyA small team that feels like a founding teamFull health, dental, vision, 401k, life insurance, and unlimited PTOTools budget, coffee budget, whatever-you-need-to-be-great budgetWant to help reimagine how software works for real-world businesses? Let's talk.#J-18808-Ljbffr