Postúlate en Kit Empleo: kitempleo.com.co/empleo/1aqud5

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 ideal 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

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

Adecuado 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, and patiently
- Can explain technical concepts in a simple, customer‑friendly way
- Is highly organized and able to manage multiple support requests at once
- Enjoys solving problems and helping customers succeed
- Is comfortable working with non‑technical users
- Can work independently in a remote environment
- Is available to work U.S. East Coast hours

What We’re Looking For

We are looking for someone who can take ownership of customer support and help build a reliable, professional, and scalable support operation.

This person should care deeply about customer experience, be able to communicate with warmth and clarity, and understand how to balance empathy with efficient problem‑solving. This is a key role for someone who wants to make a meaningful impact at a growing software company.

#J-18808-Ljbffr

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1aqud5

📌 Customer Support Leader - Spanish English Billingual (Colombia)
🏢 Bruntwork
📍 Colombia