Customer Support Specialist at Search Atlas

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Full Time

Start Date

Immediate

Expiry Date

03 Jun, 26

Salary

11.0

Posted On

05 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Problem-Solving, English Communication, Live Chat, Troubleshooting, Tech Issues, Customer-First Mindset, Critical Thinking, Proactive Learning, SaaS Products, Bug Testing, Intercom, Zendesk, GitLab, CSAT, Escalation

Industry

Software Development

Description

Fully Remote across LATAM must work across EST hours Hi, we’re Search Atlas! We’re a rapidly growing SEO software company and full-service digital agency that helps websites improve their Google performance. From Fortune 500 companies to Silicon Valley startups, our clients trust us to drive results. We're looking for a Customer Support Tier 1 who genuinely loves helping people solve problems. You're the type who doesn't just answer questions because you care about getting people unstuck and helping them succeed. Who You Are You thrive when: A frustrated customer leaves the conversation happy because you turned things around Something breaks and you get to play detective to figure out what went wrong You're learning new tools on the fly and picking things up fast You're chatting with customers all day, it gives you energy, not drains it What you bring: 2+ years in customer support or client-facing roles Solid English communication skills (written and spoken) Strong problem-solving skills: you think fast on your feet A "figure-it-out" attitude: you don't wait around to be told what to do Comfort troubleshooting tech issues over live chat A customer-first mindset: you genuinely want people to win The ability to stay calm and think critically under pressure A proactive learning style, you take initiative and run with it Bonus points if: You've worked with SaaS products before You're comfortable testing features and catching bugs or usability issues You love being the bridge between customers and product teams Knowledge of or experience with support platforms like Intercom, Zendesk, GitLab, or CSAT What your routine looks like Helping customers in real-time via live chat (Intercom) Testing product features and flagging bugs, usability issues, or workflow problems Solving problems quickly or escalating complex cases to Tier 2 Tracking all customer interactions and following up to make sure issues are fully resolved Sharing common customer pain points with the product team so we can keep improving How We Measure Success We care about quality, not just speed: First response times Overall response times Customer satisfaction (CSAT scores) Handling time efficiency Salary & Benefits Pay: $11.54 per hour (depending on location and experience) Time Off: 15 days PTO + Christmas + New Year's Day Sound like a fit? We'd love to hear from you. Our Recruitment Process Step 1: Initial screening call with our recruitment team Step 2: Assessment to showcase your skills (if applicable) Step 3: Final interview with our Hiring Manager Step 4: Offer extended Life at Search Atlas Group We are committed to fostering a healthy work-life balance, innovation, and a collaborative, inclusive culture—no matter where you work. We host monthly virtual game days and events, and our team enjoys the flexibility of contributing to charity initiatives of their choice. We believe in supporting both personal growth and professional success, ensuring that remote work doesn’t mean disconnected work. Here’s a look into our core values: Collaborative & Engaged: We’re a tight-knit team that supports each other and shares knowledge. Excellence Driven: We aim for the highest standards, always raising the bar. Self-Starter Mentality: We take initiative and problem-solve independently. Innovative: We embrace change, experiment, and think outside the box. Student Mentality: We learn from our mistakes and constantly evolve. Why Join Us? We’re proud of the recognition we’ve received for our growth and commitment to creating a positive, inclusive work environment. Here are just a few of the accolades that highlight our success and culture: Nevada’s Top Workplaces - #1 Small Business, Best New Ideas Best Start-Up Agency (U.S. Search Awards) Top B2B Companies (Clutch) Inc’s On The Rise and Best Places to Work (Inc. Magazine) Great Place to Work Certified (Great Place to Work) These awards reflect the hard work, dedication, and passion of our entire team, and we’d love for you to be a part of it! Want to hear more? Here is our Founder, Manick on why you should work with us at Search Atlas.

Responsibilities

The role involves helping customers in real-time primarily via live chat, testing product features, flagging bugs, and solving technical issues quickly or escalating complex cases to Tier 2 support. Responsibilities also include tracking interactions, following up on resolutions, and sharing customer feedback with the product team for continuous improvement.