Customer Support Representative (Colombia) - September 8th or October 6th Start Date

Job description

About Owner Owner is the AI-native system local business owners use to succeed, starting with restaurants. We’re building the system that replaces the many tools owners use to run their business. It powers everything from the restaurant’s website, online ordering, CRM, POS, and more. Product philosophy Most small business software makes owners do the work to get what they want: sales growth and profit growth. Owner does the work for them agentically. Our system drives demand, converts it, and helps operators run their business day to day. As it improves, the business improves with it. Using Owner should feel like having a team of great operators, engineers, and marketers working for you. Our vision We’re starting by helping independent restaurants succeed online. But it’s not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive. Once we nail the solution for restaurants – we’ll scale it into every other local business type. In the future we envision, tens of millions of local business owners will use our technology to succeed in the digital age. Read our Series C memo here → https://www.owner.com/c Our traction Since 2020, we've generated tens of millions in revenue and processed over a billion dollars of online orders. 1 in 5 Americans have used an Owner.com http://Owner.com website. More importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 million in fees. Our team Our team is now in the low hundreds. We’ve got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe. We’ll be scaling even faster in 2026 to keep pace with our customer growth. Where we work Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location! Why we're looking for you As a Customer Support Representative, you are often the first human connection a restaurant owner or guest has with Owner. You set the tone in moments that matter. By listening deeply, communicating clearly, and taking ownership through resolution, you help customers feel confident that Owner has their back. You bring a hospitality-driven, empathetic tone to every interaction—especially when customers are stressed, frustrated, or unsure—so they feel respected, supported, and cared for. This role is about more than answering questions. It’s about earning trust, solving the right problem (not just the fastest one), and doing the work with care. You’ll partner closely with customers to understand what’s really happening, take thoughtful action, and follow through so issues are resolved end-to-end. We’re looking for someone who is fluent in both Spanish and English and can deliver calm, empathetic, and precise support in both languages. You know how to meet people where they are, adapt your communication style, and bring clarity to stressful situations. Owner moves fast and holds a high bar. This is a performance-driven environment where quality, accountability, and judgment matter deeply. You’ll manage a high volume of calls, and some texts and emails multi-tasking effectively, staying organized across multiple workstreams, and maintaining accuracy, professionalism, and a customer-first mindset throughout. You’ll be trusted with complex situations and expected to make decisions that balance immediate customer needs with durable, long-term solutions. This role is a strong fit for experienced support professionals who enjoy staying close to customers, take pride in doing things the right way, and want to contribute to a team that is reliable, thoughtful, and collaborative. This is a full-time role, with shifts that vary between 7:00 AM – 4:00 PM or 11:00 AM – 8:00 PM PST. Our Customer Support team provides 24/7, 365-day support to restaurant owners and their guests, so open weekend availability and flexibility to work both morning and evening shifts are required. The impact you will have - Consistently deliver a hospitality-driven, empathetic call and message tone that reflects Owner’s standards for care, professionalism, and respect, even in high-pressure or emotionally charged situations - Deliver timely, accurate, and empathetic support across a high volume of inbound phone calls, as well as some chats and emails from restaurant owners and their guests - Effectively manage multiple concurrent conversations and tasks, maintaining strong organization, prioritization, and follow-through across all workstreams - Take ownership of complex or high-priority issues, using structured problem-solving, sound judgment, and clear communication to drive resolution - Consistently meet or exceed a 90%+ customer satisfaction score while maintaining quality and accuracy - Document customer interactions clearly and thoroughly in Salesforce to ensure continuity, visibility, and accountability - Collaborate closely with teammates in Slack to provide consistent, high-quality support and a strong team experience - Share knowledge, feedback, and best practices that raise the bar for the entire support team - Identify patterns and recurring issues, and surface insights that help improve tools, processes, and documentation for customers and internal teams Minimum Requirements - 3-5+ years of customer support or customer service experience, ideally in a B2B SaaS, technology, e-commerce, internet, or software-driven environment - Proven success in a high-volume, fast-paced support role with clear performance expectations - Fluency in Spanish and English (C1/C2), with strong written and verbal communication skills in both languages - Experience handling escalations and complex customer issues with professionalism, empathy, and sound judgment - Demonstrated ability to support teammates through mentoring, training, or serving as a subject-matter expert - Experience working in a CRM environment (Salesforce preferred), and familiarity with telephony systems such as Intercom, TalkDesk, or similar tools - Strong organizational skills with the ability to prioritize effectively, manage multiple active cases simultaneously, and maintain accuracy under pressure - Ability to stay calm, respectful, and solution-oriented in time-sensitive or high-pressure situations - A reliable home workspace with stable, high-speed internet and minimal background noise Bonus if you have - Background in hospitality, restaurants, retail, or other high-volume, customer-facing service environments - Experience supporting restaurant owners, small business owners, or hospitality-focused businesses - Familiarity with support metrics such as CSAT, QA, FCR, and SLAs - Experience working on a remote or distributed team and collaborating across time zones Pay and benefits - The estimated yearly compensation for this role is the local equivalent to $20,000 USD ($1666 USD/month) - Other benefits include comprehensive health coverage, remote work, WFH Stipend, unlimited PTO - plus extra fun perks! Interview Process - Recruiter Screen — 30-minute video call to align on your background, what you're looking for, and answer any early questions. - Hiring Manager Screen — 30-minute video interview to go deeper on your experience and how you work. - Full Interview Round — 45-minute mock role play video interview with team leaders to see how you handle real customer interactions. The team lead will play the role of the customer while you act as one of our Customer Support Agents. - Final Round — 30-minute video conversation with a senior leadership member. Notice - Employment Scams Communication from our team regarding job opportunities will only be made by an Owner team member with an @owner.com email address. We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information. If you believe you are being contacted by a scammer, please mark the communication as "phishing" or “spam” and do not respond.