Location: LATAM
About Proppel
We connect LATAM talent with remote work opportunities in the most exciting companies worldwide.
If you're looking for the opportunity to develop your skills and work with some of the best and most exciting companies around the world, Proppel can help.
Our headquarters are in London, UK, and we're looking for top-tier talent in LATAM to support our clients.
What we're looking for
Our client, a fast-growing Shopify app company, is hiring a Customer Support Agent to join their expanding team. This is a full-time remote position where you’ll be the first line of support across several of their apps, including a brand-new product currently in development. If you’re a strong communicator who enjoys problem-solving and has experience supporting technical products, this could be a great fit.
Responsibilities
- Respond to customer inquiries with clarity, professionalism, and empathy.
- Troubleshoot and resolve product issues, escalating when needed, while keeping users informed.
- Manage support tickets, ensuring timely and accurate follow-up.
- Build a deep understanding of the apps to deliver thoughtful, effective support.
- Help shape support workflows for new products, starting with the Bundles app.
- Contribute to internal knowledge base documentation and customer-facing FAQs.
- Flag recurring issues and help the team improve product and support processes.
Requirements
- 1–3 years in a Tier 1 support or technical customer service role.
- Solid troubleshooting skills, ideally with SaaS or cloud-based products.
- Excellent written and verbal English communication.
- Experience with tools like Zendesk, HelpScout, HubSpot, Salesforce, Slack, Jira, Linear, or Google Workspace.
- A calm, solution-oriented approach to technical problems.
- Comfortable juggling multiple tickets and shifting priorities.
Nice to Have
- Experience supporting Shopify apps or working with e-commerce tools.
- Basic familiarity with APIs, JavaScript, or SQL.
Benefits
- USD Salary
- 100% Remote Work
- Paid Time Off
Disclaimers
You are applying to work with an international company. Make sure your CV is in English, otherwise your application can't be considered.