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 setup Handle live support when issues arise Think quickly when edge cases happen Communicate calmly when a restaurant owner has questions Escalate to engineering clearly and precisely and implement solutions What You'll DoOnboardingRun onboarding calls with new customers Translate business operations into structured AI configurations Identify gaps or unclear workflows and clarify them live Ensure customers go live quickly and confidently SupportHandle inbound support calls, texts, and emails Troubleshoot real-time voice agent issues Think creatively when things don't follow the script Gather complete context before escalating to engineering Own issues end-to-end Systems + FeedbackDocument cases clearly in Salesforce Communicate tightly in Slack Identify recurring friction points Suggest improvements to tooling, onboarding flow, or documentation Who 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 languages 25+ years in customer support, onboarding, or high-touch SaaS roles Experience handling escalations and complex customer issues with professionalism, empathy, and sound judgment Strong conversational ability (moderately extroverted, not robotic) Quick thinker you don't default to "let me check on that" Comfortable handling ambiguous or messy situations Ability to stay calm, respectful, and solution-oriented in time-sensitive or high-pressure situations Able to gather context when customers provide incomplete information Strong organizational skills with the ability to prioritize effectively, manage multiple active cases simultaneously, and maintain accuracy under pressure Bonus If You:Have worked with SMBs or local businesses Have experience with Intercom, OpenPhone, Salesforce Have supported technical products Thrive in early-stage startup environments How We WorkWe optimize for leverage. That means great internal tooling, fast CI/CD, and code that scales across many customer types We believe in deep ownership. Engineers here talk to users, design features, and ship fast We value clarity over process. You'll spend most of your day building, not waiting on decisions We move in person. We're a tight-knit team that moves fast and solves problems together What We OfferCompetitive salary + meaningful equity A real product with real usage and growing revenue Strong in-person culture, fast feedback loops, and zero bureaucracy A small team that feels like a founding team Full health, dental, vision, 401k, life insurance, and unlimited PTO Tools budget, coffee budget, whatever-you-need-to-be-great budget Want to help reimagine how software works for real-world businesses? Let's talk.