Implementation & Customer Support Representative

Implementation & Customer Support Specialist Industry / Sector: B2B SaaS / Local Commerce & Agriculture Supply Chain Location: Remote (LATAM) Schedule: Saturday – Wednesday | 9:00 AM – 5:00 PM PST (Note: Initial 2–3 week onboarding/training will occur Monday – Friday | 9:00 AM – 5:00 PM EST) Target Compensation: $1,200 – $1,500 USD / month (commensurate with experience) Type: Full-Time, Remote Contractor About Our Client Our client is a fast-growing North American B2B SaaS platform serving local food producers, farms, and agricultural suppliers. They provide e-commerce, inventory, and order management tools that help local food systems scale efficiently. They are seeking a detail-oriented, highly organized Implementation & Customer Support Specialist based in LATAM to own account setups and handle front-line customer inquiries. Role Overview This is a hybrid operational role positioned between Implementation/Onboarding and Level 1 Technical Support. The primary focus of this role (~60%) is heavy data entry, system configuration, and account setup for new local suppliers onboarding onto the platform. The remaining focus (~40%) involves answering low-level, front-line customer support tickets via email, live chat, and phone. The ideal candidate possesses exceptional attention to detail, thrives in structured data-entry tasks, and brings clear, friendly written and spoken English when assisting clients. Key Responsibilities & Task Breakdown 1. Implementation & Account Setup (60% of Role) Data Entry & Storefront Builds: Input, structure, and verify large volumes of supplier inventory, product catalogs, pricing tiers, and account settings into the platform with zero error tolerance. Customer Onboarding Execution: Execute repetitive, detail-heavy setup tasks to get new farms and suppliers live quickly and accurately. Database Maintenance: Audit existing account configurations, clean up data sets, and ensure client profiles remain up to date in HubSpot. 2. Level 1 Customer Support (40% of Role) Email Ticketing (30%): Manage incoming low-level support tickets via HubSpot, providing clear, step-by-step instructions for routine user inquiries, login issues, and basic navigation. Live Chat & Inbound Phone Calls (10%): Handle routine inbound client calls via Dialpad and live chat, delivering empathetic, professional verbal support. Issue Escalation: Identify platform bugs or complex account bottlenecks, document clear reproduction steps, and escalate to higher-tier technical teams. Qualifications & Requirements Experience: 2+ years of experience in data entry, software implementation, e-commerce catalog management, or Level 1 customer support for a U.S./Canadian B2B SaaS platform. Extreme Attention to Detail: Exceptional precision when managing repetitive, high-volume data-entry tasks. Communication Skills: Near-native written and spoken English. Comfortable making direct phone calls via Dialpad and writing clean, customer-facing email responses. Tech Stack Familiarity: Hands-on experience with HubSpot CRM/Helpdesk and cloud telephony tools (Dialpad or similar). Schedule Alignment: Located in LATAM with strict availability to work Saturday through Wednesday, 9:00 AM – 5:00 PM PST (and attend initial training on EST). Remote Setup: Dedicated, quiet home office equipped with a high-speed fiber internet line, reliable computer, and noise-canceling headset. Why Join Our Client's Team? Stable, Long-Term Role: Full-time remote seat with a mission-driven company supporting local farms and food systems. Clear Work Scope: Predictable day-to-day balance of structured data management and customer interaction. Supportive Environment: Direct alignment with North American operational leaders who value accuracy, thoroughness, and steady execution.