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Job Overview

About the Role We are looking for a full-time Customer Support Leader to own and lead customer support for a growing SaaS company serving community organizations. This role is adecuado for someone who is highly organized, customer-focused, calm under pressure, and experienced in supporting software users. The right candidate should be comfortable working with CRM-style platforms, helping customers understand workflows, and supporting users who may be working with financial, billing, or accounting-related tools. You will be responsible for making sure customers receive clear, timely, and professional support, while also helping improve internal processes, documentation, and the overall customer experience

Job Highlights

Schedule:
Monday to Friday, 8:00am - 5:00pm Eastern Time USA

Work Arrangement:
Work from home

Contract:
Independent Contractor

Responsibilities
- Lead day-to-day customer support operations
- Respond to customer questions through email, chat, and support tickets
- Troubleshoot customer issues and guide users through software workflows




- Support customers using CRM and financial tools
- Prioritize and manage support requests to ensure timely resolution
- Identify recurring questions or issues and help create better documentation
- Work closely with product and development teams to report bugs and customer
- feedback
- Help improve support processes, response templates, help articles, and training
- materials
- Ensure customers feel heard, supported, and confident using the platform
- Track support trends and recommend improvements to reduce friction for customers

Ideal Candidate
- Has prior experience in customer support, customer success, or support leadership
- Has worked with a CRM, SaaS platform, or customer management system
- Has experience supporting financial products, billing systems, accounting software,
- donation platforms, or payment-related tools
- Has knowledge in Microsoft Excel
- Communicates clearly, professionally, a

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1an305

📌 Customer Support Leader (Colombia)
🏢 Importante empresa
📍 Colombia