whippy - Customer Support Specialist (LATAM Only)
Requirements
• Real SaaS support experience, not BPO, not scripted, not call center • Comfort building and troubleshooting automated workflows using Zapier, Make, or similar no-code tools. This is the most important technical differentiator for this role • Proactive instinct, you notice usage drops, workflow gaps, and quiet customers before they tell you something is wrong • Ability to manage multiple open conversations simultaneously under a 2-minute SLA • Strong written English, fast, clear, and professional • Comfortable on Zoom sharing your screen and walking customers through fixes • Ambition to grow into CSM, product, or marketing over time • Buenos Aires, Argentina strongly preferred. This role is hybrid 3 days per week at our WeWork office in Vicente Lopez. Other LATAM locations will be considered for exceptional candidates. EST hours required. Full English fluency required.
Responsibilities
• Respond to customer issues via Intercom with a 2-minute response SLA on chat • Diagnose and resolve workflow misconfigurations, campaign errors, carrier issues, and compliance rejections • Build and troubleshoot automated workflows using Whippy's internal workflow builder and Zapier • Proactively monitor customer usage and reach out before customers report problems • Log bugs in Linear with full documentation and follow through to resolution • Coordinate directly with telephony providers like Telnyx, Bandwidth, and Twilio when needed • Manage a portfolio of non-dedicated accounts with both reactive and proactive touchpoints • Document solutions and share playbooks with the broader support team
Benefits
• Competitive compensation based on experience, including monthly performance bonuses, WeWork membership, and more.
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