4.520 Ofertas de Profesionales de Help Desk en Colombia

Contract Type:

Brick and Mortar

Location:

Bogotá - //BOGOTA

Date Published:

Job ID:

REF27117Y

Company Description:

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 38 years ago Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Job Description:

We are seeking highly motivated Customer Support Personnel to join our dynamic team. As Customer Support Personnel, you will be responsible for providing exceptional support to our customers, sharing information of their account and escalation handling as needed. Your primary goal will be to build product expertise, deliver outstanding customer experiences, and collaborate effectively to drive resolutions with different departments within the project.

Job Responsibilities:

• Communicate complex information in a simplified and clear manner.
• Be able to demonstrate curiosity and a proactive problem-solving mindset to implement sustainable solutions.
• Understand and empathize with customers when interacting with a wide range of different personality types.
• Act as costumer voice and define and implement innovative solutions.
• Provide outstanding customer support using tools such as Zendesk, Jira, Confluence Salesforce.

Qualifications:

• Language English B2 required
• Excellent communication skills: verbal, written, listening
• Understand and can effectively hold conversations with North American customers (e.g. understands common references, slang, and technical terms)."
• Availability to collaborate with Product, Program, Marketing and Engineering teams.
• Professional customer service skills: Solutions mindset, helping nature, passion for the Customer and the Customer Experience
• Analytical problem-solving skills; linear and logical troubleshooting skills
• Ability to work in a high pressure, highly flexible environment.
• Ability to handle difficult or frustrated customers effectively; ability to set expectations and deliver information in a positive way"
• Polished etiquette and delivery
• Bachelor's degree or studies in Computer Science or a related field is preferred but not mandatory
• Open to work onsite in our North Point (Torre Krystal) facilities.
• Experience on salesforce will be appreciated.

Location:
Remote

Working hours:
Full Time. Regular coverage aligned to
European markets
(afternoon/evening CET/CEST)

Workdays:
Monday, Thursday, Friday, Saturday, and Sunday
.

Regular days off:
Tuesday and Wednesday.

Overview

We're a fast-growing hospitality & property services company supporting guests and owners across Europe (with strong operations in sunny Southern Spain ). We're on the lookout for a proactive, detail-oriented
Customer Support Specialist
to be the first friendly point of contact across our channels. In this role, you'll handle inquiries and incidents from booking platforms and direct guests, coordinate smooth resolutions with internal teams and trusted vendors , keep clear documentation , and contribute to improving our support processes . This is a
remote opportunity
that requires excellent written Spanish, strong phone communication skills , and availability aligned with European time zones .

Responsibilities

• Own day-to-day customer support across multiple channels (email, platform inboxes, chat, phone), ensuring timely, professional responses.
• Monitor and manage queues in booking/platform tools, escalating or coordinating with internal teams and third-party contractors as needed.
• Triage and resolve guest issues (e.g., access, maintenance, billing/booking clarifications), following defined playbooks and exercising sound judgment.
• Create, update, and maintain clear documentation: case notes, SOPs, templates, and incident logs.
• Prepare simple, recurring reports (weekly/daily) on tickets, SLAs, and recurring issues; capture insights to prevent reoccurrence.
• Coordinate with vendors (maintenance, cleaning, key handover) to ensure swift on-the-ground resolution; confirm completion and close the loop with the customer.
• Support cross-functional collaboration with Operations and Account Management on priority cases and service improvements.
• Contribute to continuous improvement—identify gaps in workflows, propose enhancements, and help implement and document new procedures.
• Uphold brand voice and service standards across every interaction.

Qualifications

• 1–3+ years in Customer Support, Operations Support, Hospitality Support, or a similar client-facing role.
• Native/advanced Spanish (written & spoken) with excellent spelling and grammar; able to draft concise, empathetic messages.
• Confident phone presence; able to handle calls professionally and de-escalate with empathy.
• Experience working inside platform inboxes/ticketing systems and managing multi-channel workflows.
• Strong organization and follow-through; comfortable juggling multiple cases with different priorities.
• Solid basic reporting skills (e.g., building simple summaries/lists in
  Excel/Google Sheets
  ).
• Remote work readiness: reliable internet, disciplined time management, and clear communication.
• Time zone alignment with Europe (CET/CEST afternoon–evening coverage).
• Availability to work five days a week, with regular days off on Tuesdays and Wednesdays.

Nice to Have

• Experience in hospitality/property management or supporting guests via booking platforms (e.g., Airbnb/Booking/VRBO or similar).
• English (professional working level); Italian is a plus.
• Prior work with SOP creation, knowledge bases, and template libraries.
• Familiarity coordinating field vendors and on-site services.
• Exposure to quality assurance, ticket analytics, or SLA reporting.
• Comfort working in fast-moving, early-stage environments.

Who We Are
At Picnic, we're reinventing the way employees experience lunch at work. By partnering with top local restaurants and batching hundreds of orders, we make it easy for companies to offer high-quality, individually packed meals, without fees or tips. Our mission is to create a seamless, affordable, and joyful lunch experience that benefits both employees and employers.

What You'll Do

• Become the resident expert on our platform, processes, and policies.
• Use correct troubleshooting processes, language, and structure to address customer complaints over a variety of support channels (e-mail, chat, phone, in-person, etc.).
• Use good judgment and strong communication skills to ensure escalations are solved on the first try.
• Quickly respond to customer inquiries to ensure 100% customer satisfaction.
• Work cross-functionally with other departments to prioritize, coordinate and apply resources as needed.
• Help build best practices for our Customer Support Team.

What We're Looking For

• At least one year of experience in a track and trace or logistics role.
• English proficiency at a C1 level.
• Strong problem-solving skills, a service-oriented mindset, and excellent organizational skills.
• Preferred: Experience in a fast-paced, time-sensitive delivery environment.

Why join us

• Drive real impact: Be part of building the operational engine behind a fast-growing startup that's redefining how work gets done.
• Own your city: Take full ownership of your city's performance and see the direct results of your ideas and execution every single day.
• Work with purpose: Join a mission-driven team focused on making the workplace experience better for thousands of people.
• Grow with us: At Picnic, there's room to grow—personally and professionally—as we scale and take on new challenges together.

What Else You Need To Know
This role is based in our Bogotá office. As a company driven by innovation and continuous change, close collaboration is essential. We're constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That's why all of our office-based teams work onsite, five days a week.

Ready to join us as we serve those who serve others?

¿Eres de esos/as que convierten una incidencia en una oportunidad de fidelización? ¿Tienes el don de escuchar activamente, resolver problemas con empatía y eficiencia, y transformar la experiencia de un usuario en algo memorable?

Si para ti el soporte al cliente no es solo responder tickets, sino construir relaciones sólidas, garantizar la fluidez en una plataforma EdTech y contribuir directamente al crecimiento de una empresa con el propósito de revolucionar la enseñanza. ¡Esta oportunidad es para ti!

En Clasing no vendemos clases. Entrenamos mentes. Somos una solución EdTech que no solo enseña idiomas, sino que entrena talento global con IA, tecnología propia y una experiencia brutalmente personalizada. Hemos pasado de PYMES a un portfolio B2B premium.

Ahora, buscamos un/a Customer Support con pasión por el servicio, autonomía y orientación al detalle. Alguien que no solo resuelva incidencias, sino que anticipe necesidades, colabore con los equipos y eleve la satisfacción de alumnos, profesores y clientes corporativos.

No buscamos a alguien que solo conteste mensajes. Buscamos a quien impulse la retención y el engagement, actuando como el puente humano entre usuarios y nuestra plataforma.

Tu objetivo: brindar atención eficiente y personalizada a estudiantes y empresas, gestionando consultas, resolviendo incidencias y asegurando una experiencia fluida. Serás clave para fomentar la continuidad en la formación, reducir deuda y optimizar procesos como FUNDAE, contribuyendo directamente a nuestra retención de clientes y negocio B2B.

• Atención y Soporte al Alumno: Atenderás consultas, dudas e incidencias sobre clases y plataforma vía correo, chat, WhatsApp y llamadas. También garantizarás resoluciones ágiles para una experiencia positiva, midiendo tiempo de resolución, número de incidencias y satisfacción.
• Atención a Profesores: Darás soporte a profesores en incidencias técnicas o administrativas vía correo, WhatsApp y llamadas. Gestionarás selección, onboarding y formación para profesores de otros idiomas, asegurando su eficiencia y satisfacción para impactar en la calidad del servicio.
• Facturación B2C y Gestión de Deuda: Emitirás facturas a clientes individuales, crearás rectificativas y harás seguimiento de pagos vía Excel y Balance. Controlarás impagos, evaluando deuda (porcentajes, listados de malos pagadores), enviando recordatorios y proponiendo medidas para reducirla, apoyando la estabilidad económica.
• Soporte a operativa y Tutorización FUNDAE: Revisarás trials, registrando links y niveles en perfiles de alumnos para adaptar clases futuras. Gestionarás FUNDAE asegurando cumplimiento normativo para bonificaciones (clave para el negocio B2B).
• Documentación, Administración y Colaboración: Generarás documentación para áreas internas y clientes, apoyando a KAM en reportes mensuales. Colaborarás con IT y otras áreas para resolver tickets de plataforma, con KAM para casuísticas B2B, y con otros equipos para incidencias de profesores o solicitudes generales.

• EQUIPO: Formarás parte de un equipo de 25 cracks, con managers en Ventas, KAM, IT y Producto, y un CEO accesible que valora tu input. Celebramos éxitos juntos en un ambiente humano y colaborativo.
• OPORTUNIDAD: Un rol indefinido en una empresa en expansión, con impacto directo en retención – ideal para crecer profesionalmente en un entorno sin procesos rígidos, donde tu proactividad moldea el futuro.
• AMBIENTAZO: Trabajo híbrido (3 días en nuestra ofi en Madrid que mola más que una terraza de verano, 2 remoto) con buen rollo real que se contagia.
• RETO: Apoyar a usuarios que transforman sus carreras – no es cualquier soporte, es impulsar mentes globales.

• Salario competitivo
• Horario: Jornada completa, híbrido, con viernes por la tarde libre.
• Formación continua: Acceso a nuestra plataforma EdTech y clases de idiomas gratis.
• Eventos de empresa: Actividades para fortalecer el equipo y disfrutar.
• Oficinas en pleno centro de Madrid
• Retribución flexible
• Barra libre de café

• Experiencia previa: Al menos 1-2 años en soporte al cliente, preferiblemente en EdTech, formación o entornos B2B/B2C con foco en incidencias y facturación.
• Conocimientos técnicos: Familiaridad con herramientas como Intercom, Zadarma, Skype, WhatsApp, Excel; conocimiento de FUNDAE (normativa, bonificaciones) es un plus.
• Habilidades clave:
  • Excelentes habilidades de comunicación y orientación al cliente (nivel excepcional).
  • Gestión del tiempo, organización y autonomía en resolución de problemas (nivel alto).
  • Proactividad y atención al detalle (nivel alto).
  • Mentalidad: Enfocada en el negocio (retención, reducción de deuda) sin perder empatía; capacidad para colaborar con equipos multidisciplinares.

En Clasing, garantizamos el cumplimiento de la legislación vigente en materia de igualdad, objetividad y no discriminación, basando todos nuestros procesos de selección en la cualificación y las competencias de las candidaturas.

Join Veryfi as a Support Specialist for our Y Combinator-backed platform and become the first point of contact for all technical support inquiries. This dynamic role combines customer support with technical problem-solving responsibilities.

The ideal candidate will thrive in our fast-paced startup environment, demonstrate strong technical aptitude, and maintain exceptional customer service standards while managing multiple support channels.

You'll be joining a growing team where your impact will be immediately visible and your contributions will directly shape our customer experience.

• 3+ years of experience in technical support level 2
• Strong understanding of Software products, APIs, Integrations, Frontend/Backend
• Proven track record in ticket management and customer communication
• Ability to troubleshoot/debug technical issues and provide clear, verified tickets to engineers

• Excellent written and verbal communication skills
• Strong organizational and time management abilities
• Problem-solving mindset with attention to detail
• Ability to work in a fast-paced environment and manage multiple priorities
• Customer-focused approach with empathy and patience
• Team player with a collaborative attitude

• Resolve L2 tickets, minimizing escalation
• Maintain a low ticket reopening rate
• Meet all SLA requirements for response times
• Achieve high customer satisfaction scores
• Complete all reporting requirements on schedule

• Primary Focus: L1+L2 Support for Veryfi platform clients and expense management product

• First Response Excellence: Serve as the primary point of contact for all technical support inquiries, providing professional and timely initial responses
• Ticket Triage & Routing: Monitor, route, and accurately categorize incoming support requests by product, urgency, and issue type
• SLA Adherence: Meet strict response time requirements
• Queue Management: Efficiently prioritize tickets based on severity, maintain proper status updates, and ensure organized ticket workflow
• Customer Communication: Maintain professional, empathetic communication while setting clear expectations and providing step-by-step guidance

• Knowledge Base Maintenance: Keep both internal and external knowledge bases updated with new solutions and changes
• Documentation Creation: Document common issues, resolutions, and troubleshooting steps for team knowledge sharing
• Template Management: Use and maintain templated responses (macros) to improve efficiency and consistency
• Process Improvement: Contribute to support process improvements based on customer feedback and team insights

• Performance Tracking: Monitor and report on support metrics, response times, and SLA adherence through weekly dashboard reporting
• Regular Reporting: Provide monthly reports on support goals achievement and performance metrics
• Progress Reviews: Conduct weekly escalation and blocker reports

• Knowledge Sharing: Participate in regular support team meetings and contribute to continuous improvement initiatives
• Escalation Management: Effectively escalate issues to specialized teams (SDR/AE/AM/TAM) with complete context and proper handoff
• Cross-functional Communication: Share insights and observations with product and development teams
• Continuous Learning: Stay updated on product changes, updates, and industry best practices

This role offers opportunities to become a subject matter expert on our Veryfi platform integrations, understand customer use cases, and contribute to the development of integration timelines.

As Veryfi grows our Y Combinator-backed platform, you'll have direct access to leadership and the opportunity to shape our support processes from the ground up.

• Early-stage Impact: Your contributions will directly influence our Veryfi platform and customer experience
• Y Combinator Network: Access to an incredible ecosystem of startups, mentors, and investors through our Veryfi platform
• Growth Opportunity: Join us at an exciting stage where your role will evolve as we scale our platform
• Learning Environment: Work alongside experienced founders and learn the ins and outs of building a successful startup

Join Veryfi as a Support Specialist for our Y Combinator-backed platform and become the first point of contact for all technical support inquiries. This dynamic role combines customer support with technical problem-solving responsibilities.

The ideal candidate will thrive in our fast-paced startup environment, demonstrate strong technical aptitude, and maintain exceptional customer service standards while managing multiple support channels.

You'll be joining a growing team where your impact will be immediately visible and your contributions will directly shape our customer experience.

• 3+ years of experience in technical support level 2
• Strong understanding of Software products, APIs, Integrations, Frontend/Backend
• Proven track record in ticket management and customer communication
• Ability to troubleshoot/debug technical issues and provide clear, verified tickets to engineers

• Excellent written and verbal communication skills
• Strong organizational and time management abilities
• Problem-solving mindset with attention to detail
• Ability to work in a fast-paced environment and manage multiple priorities
• Customer-focused approach with empathy and patience
• Team player with a collaborative attitude

• Resolve L2 tickets, minimizing escalation
• Maintain a low ticket reopening rate
• Meet all SLA requirements for response times
• Achieve high customer satisfaction scores
• Complete all reporting requirements on schedule

• Primary Focus: L1+L2 Support for Veryfi platform clients and expense management product

• First Response Excellence: Serve as the primary point of contact for all technical support inquiries, providing professional and timely initial responses
• Ticket Triage & Routing: Monitor, route, and accurately categorize incoming support requests by product, urgency, and issue type
• SLA Adherence: Meet strict response time requirements
• Queue Management: Efficiently prioritize tickets based on severity, maintain proper status updates, and ensure organized ticket workflow
• Customer Communication: Maintain professional, empathetic communication while setting clear expectations and providing step-by-step guidance

• Knowledge Base Maintenance: Keep both internal and external knowledge bases updated with new solutions and changes
• Documentation Creation: Document common issues, resolutions, and troubleshooting steps for team knowledge sharing
• Template Management: Use and maintain templated responses (macros) to improve efficiency and consistency
• Process Improvement: Contribute to support process improvements based on customer feedback and team insights

• Performance Tracking: Monitor and report on support metrics, response times, and SLA adherence through weekly dashboard reporting
• Regular Reporting: Provide monthly reports on support goals achievement and performance metrics
• Progress Reviews: Conduct weekly escalation and blocker reports

• Knowledge Sharing: Participate in regular support team meetings and contribute to continuous improvement initiatives
• Escalation Management: Effectively escalate issues to specialized teams (SDR/AE/AM/TAM) with complete context and proper handoff
• Cross-functional Communication: Share insights and observations with product and development teams
• Continuous Learning: Stay updated on product changes, updates, and industry best practices

This role offers opportunities to become a subject matter expert on our Veryfi platform integrations, understand customer use cases, and contribute to the development of integration timelines.

As Veryfi grows our Y Combinator-backed platform, you'll have direct access to leadership and the opportunity to shape our support processes from the ground up.

• Early-stage Impact: Your contributions will directly influence our Veryfi platform and customer experience
• Y Combinator Network: Access to an incredible ecosystem of startups, mentors, and investors through our Veryfi platform
• Growth Opportunity: Join us at an exciting stage where your role will evolve as we scale our platform
• Learning Environment: Work alongside experienced founders and learn the ins and outs of building a successful startup

Join Veryfi as a Support Specialist for our Y Combinator-backed platform and become the first point of contact for all technical support inquiries. This dynamic role combines customer support with technical problem-solving responsibilities.

The ideal candidate will thrive in our fast-paced startup environment, demonstrate strong technical aptitude, and maintain exceptional customer service standards while managing multiple support channels.

You'll be joining a growing team where your impact will be immediately visible and your contributions will directly shape our customer experience.

• 3+ years of experience in technical support level 2
• Strong understanding of Software products, APIs, Integrations, Frontend/Backend
• Proven track record in ticket management and customer communication
• Ability to troubleshoot/debug technical issues and provide clear, verified tickets to engineers

• Excellent written and verbal communication skills
• Strong organizational and time management abilities
• Problem-solving mindset with attention to detail
• Ability to work in a fast-paced environment and manage multiple priorities
• Customer-focused approach with empathy and patience
• Team player with a collaborative attitude

• Resolve L2 tickets, minimizing escalation
• Maintain a low ticket reopening rate
• Meet all SLA requirements for response times
• Achieve high customer satisfaction scores
• Complete all reporting requirements on schedule

• Primary Focus: L1+L2 Support for Veryfi platform clients and expense management product

• First Response Excellence: Serve as the primary point of contact for all technical support inquiries, providing professional and timely initial responses
• Ticket Triage & Routing: Monitor, route, and accurately categorize incoming support requests by product, urgency, and issue type
• SLA Adherence: Meet strict response time requirements
• Queue Management: Efficiently prioritize tickets based on severity, maintain proper status updates, and ensure organized ticket workflow
• Customer Communication: Maintain professional, empathetic communication while setting clear expectations and providing step-by-step guidance

• Knowledge Base Maintenance: Keep both internal and external knowledge bases updated with new solutions and changes
• Documentation Creation: Document common issues, resolutions, and troubleshooting steps for team knowledge sharing
• Template Management: Use and maintain templated responses (macros) to improve efficiency and consistency
• Process Improvement: Contribute to support process improvements based on customer feedback and team insights

• Performance Tracking: Monitor and report on support metrics, response times, and SLA adherence through weekly dashboard reporting
• Regular Reporting: Provide monthly reports on support goals achievement and performance metrics
• Progress Reviews: Conduct weekly escalation and blocker reports

• Knowledge Sharing: Participate in regular support team meetings and contribute to continuous improvement initiatives
• Escalation Management: Effectively escalate issues to specialized teams (SDR/AE/AM/TAM) with complete context and proper handoff
• Cross-functional Communication: Share insights and observations with product and development teams
• Continuous Learning: Stay updated on product changes, updates, and industry best practices

This role offers opportunities to become a subject matter expert on our Veryfi platform integrations, understand customer use cases, and contribute to the development of integration timelines.

As Veryfi grows our Y Combinator-backed platform, you'll have direct access to leadership and the opportunity to shape our support processes from the ground up.

• Early-stage Impact: Your contributions will directly influence our Veryfi platform and customer experience
• Y Combinator Network: Access to an incredible ecosystem of startups, mentors, and investors through our Veryfi platform
• Growth Opportunity: Join us at an exciting stage where your role will evolve as we scale our platform
• Learning Environment: Work alongside experienced founders and learn the ins and outs of building a successful startup

Join Veryfi as a Support Specialist for our Y Combinator-backed platform and become the first point of contact for all technical support inquiries. This dynamic role combines customer support with technical problem-solving responsibilities.

The ideal candidate will thrive in our fast-paced startup environment, demonstrate strong technical aptitude, and maintain exceptional customer service standards while managing multiple support channels.

You'll be joining a growing team where your impact will be immediately visible and your contributions will directly shape our customer experience.

• 3+ years of experience in technical support level 2
• Strong understanding of Software products, APIs, Integrations, Frontend/Backend
• Proven track record in ticket management and customer communication
• Ability to troubleshoot/debug technical issues and provide clear, verified tickets to engineers

• Excellent written and verbal communication skills
• Strong organizational and time management abilities
• Problem-solving mindset with attention to detail
• Ability to work in a fast-paced environment and manage multiple priorities
• Customer-focused approach with empathy and patience
• Team player with a collaborative attitude

• Resolve L2 tickets, minimizing escalation
• Maintain a low ticket reopening rate
• Meet all SLA requirements for response times
• Achieve high customer satisfaction scores
• Complete all reporting requirements on schedule

• Primary Focus: L1+L2 Support for Veryfi platform clients and expense management product

• First Response Excellence: Serve as the primary point of contact for all technical support inquiries, providing professional and timely initial responses
• Ticket Triage & Routing: Monitor, route, and accurately categorize incoming support requests by product, urgency, and issue type
• SLA Adherence: Meet strict response time requirements
• Queue Management: Efficiently prioritize tickets based on severity, maintain proper status updates, and ensure organized ticket workflow
• Customer Communication: Maintain professional, empathetic communication while setting clear expectations and providing step-by-step guidance

• Knowledge Base Maintenance: Keep both internal and external knowledge bases updated with new solutions and changes
• Documentation Creation: Document common issues, resolutions, and troubleshooting steps for team knowledge sharing
• Template Management: Use and maintain templated responses (macros) to improve efficiency and consistency
• Process Improvement: Contribute to support process improvements based on customer feedback and team insights

• Performance Tracking: Monitor and report on support metrics, response times, and SLA adherence through weekly dashboard reporting
• Regular Reporting: Provide monthly reports on support goals achievement and performance metrics
• Progress Reviews: Conduct weekly escalation and blocker reports

• Knowledge Sharing: Participate in regular support team meetings and contribute to continuous improvement initiatives
• Escalation Management: Effectively escalate issues to specialized teams (SDR/AE/AM/TAM) with complete context and proper handoff
• Cross-functional Communication: Share insights and observations with product and development teams
• Continuous Learning: Stay updated on product changes, updates, and industry best practices

This role offers opportunities to become a subject matter expert on our Veryfi platform integrations, understand customer use cases, and contribute to the development of integration timelines.

As Veryfi grows our Y Combinator-backed platform, you'll have direct access to leadership and the opportunity to shape our support processes from the ground up.

• Early-stage Impact: Your contributions will directly influence our Veryfi platform and customer experience
• Y Combinator Network: Access to an incredible ecosystem of startups, mentors, and investors through our Veryfi platform
• Growth Opportunity: Join us at an exciting stage where your role will evolve as we scale our platform
• Learning Environment: Work alongside experienced founders and learn the ins and outs of building a successful startup

Join Veryfi as a Support Specialist for our Y Combinator-backed platform and become the first point of contact for all technical support inquiries. This dynamic role combines customer support with technical problem-solving responsibilities.

The ideal candidate will thrive in our fast-paced startup environment, demonstrate strong technical aptitude, and maintain exceptional customer service standards while managing multiple support channels.

You'll be joining a growing team where your impact will be immediately visible and your contributions will directly shape our customer experience.

• 3+ years of experience in technical support level 2
• Strong understanding of Software products, APIs, Integrations, Frontend/Backend
• Proven track record in ticket management and customer communication
• Ability to troubleshoot/debug technical issues and provide clear, verified tickets to engineers

• Excellent written and verbal communication skills
• Strong organizational and time management abilities
• Problem-solving mindset with attention to detail
• Ability to work in a fast-paced environment and manage multiple priorities
• Customer-focused approach with empathy and patience
• Team player with a collaborative attitude

• Resolve L2 tickets, minimizing escalation
• Maintain a low ticket reopening rate
• Meet all SLA requirements for response times
• Achieve high customer satisfaction scores
• Complete all reporting requirements on schedule

• Primary Focus: L1+L2 Support for Veryfi platform clients and expense management product

• First Response Excellence: Serve as the primary point of contact for all technical support inquiries, providing professional and timely initial responses
• Ticket Triage & Routing: Monitor, route, and accurately categorize incoming support requests by product, urgency, and issue type
• SLA Adherence: Meet strict response time requirements
• Queue Management: Efficiently prioritize tickets based on severity, maintain proper status updates, and ensure organized ticket workflow
• Customer Communication: Maintain professional, empathetic communication while setting clear expectations and providing step-by-step guidance

• Knowledge Base Maintenance: Keep both internal and external knowledge bases updated with new solutions and changes
• Documentation Creation: Document common issues, resolutions, and troubleshooting steps for team knowledge sharing
• Template Management: Use and maintain templated responses (macros) to improve efficiency and consistency
• Process Improvement: Contribute to support process improvements based on customer feedback and team insights

• Performance Tracking: Monitor and report on support metrics, response times, and SLA adherence through weekly dashboard reporting
• Regular Reporting: Provide monthly reports on support goals achievement and performance metrics
• Progress Reviews: Conduct weekly escalation and blocker reports

• Knowledge Sharing: Participate in regular support team meetings and contribute to continuous improvement initiatives
• Escalation Management: Effectively escalate issues to specialized teams (SDR/AE/AM/TAM) with complete context and proper handoff
• Cross-functional Communication: Share insights and observations with product and development teams
• Continuous Learning: Stay updated on product changes, updates, and industry best practices

This role offers opportunities to become a subject matter expert on our Veryfi platform integrations, understand customer use cases, and contribute to the development of integration timelines.

As Veryfi grows our Y Combinator-backed platform, you'll have direct access to leadership and the opportunity to shape our support processes from the ground up.

• Early-stage Impact: Your contributions will directly influence our Veryfi platform and customer experience
• Y Combinator Network: Access to an incredible ecosystem of startups, mentors, and investors through our Veryfi platform
• Growth Opportunity: Join us at an exciting stage where your role will evolve as we scale our platform
• Learning Environment: Work alongside experienced founders and learn the ins and outs of building a successful startup