Customer Support Specialist (LATAM Only)

Job description

Customer Support Specialist (LATAM, Remote) About Whippy Whippy is a fast-growing AI communication platform helping some of the largest staffing and workforce companies in the United States replace manual workflows with intelligent AI agents across voice, SMS, chat, and automation. We are at $6M ARR, bootstrapped, and scaling fast. Read this before applying. This is NOT a help desk role. It is NOT a BPO role. It is NOT a ticket queue. If your most recent role was at Teleperformance, Concentrix, Sutherland, or any scripted support environment, do not apply. This is a technical, fast-paced, customer-facing role with a 2-minute response SLA and real diagnostic work every day. Understanding where this role fits. At Whippy, our CSMs handle accounts with deep API integrations. Customer Support Specialists handle a different but equally important segment — customers who run their operations through workflow automation rather than custom API integrations. You will be configuring, building, and troubleshooting automated workflows using Whippy's internal workflow builder and no-code tools like Zapier. You do not need to write code, but you MUST think like an operator who understands how automated workflows are built, how they break, and how to fix them. What You Will Do - Respond to customer issues via Intercom with a 2-minute response SLA on chat - Diagnose and resolve workflow misconfigurations, campaign errors, carrier issues, and compliance rejections - Build and troubleshoot automated workflows using Whippy's internal workflow builder and Zapier - Proactively monitor customer usage and reach out before customers report problems - Log bugs in Linear with full documentation and follow through to resolution - Coordinate directly with telephony providers like Telnyx, Bandwidth, and Twilio when needed - Manage a portfolio of non-dedicated accounts with both reactive and proactive touchpoints - Document solutions and share playbooks with the broader support team What We Are Looking For - Real SaaS support experience, not BPO, not scripted, not call center - Comfort building and troubleshooting automated workflows using Zapier, Make, or similar no-code tools. This is the most important technical differentiator for this role - Proactive instinct, you notice usage drops, workflow gaps, and quiet customers before they tell you something is wrong - Ability to manage multiple open conversations simultaneously under a 2-minute SLA - Strong written English, fast, clear, and professional - Comfortable on Zoom sharing your screen and walking customers through fixes - Ambition to grow into CSM, product, or marketing over time Location Buenos Aires, Argentina strongly preferred. This role is hybrid 3 days per week at our WeWork office in Vicente Lopez. Other LATAM locations will be considered for exceptional candidates. EST hours required. Full English fluency required. Compensation Competitive compensation based on experience, including monthly performance bonuses, WeWork membership, and more.