Platform Support Specialist - Remote Honduras

**Location:** Remote – Honduras **Employment Type:** Full-Time **Reports To:** Platform Support Lead ## **About the Role** We are looking for a **Platform Support Specialist** to join our team and support users and creators across a growing digital platform. In this role, you’ll be responsible for helping users resolve account, access, feature, and transaction-related issues quickly and effectively. You’ll also play an important role in identifying recurring problems, improving support resources, and providing actionable feedback to Product, Engineering, QA, and Trust & Safety teams. This is a hands-on individual contributor role for someone who combines strong customer service skills with technical troubleshooting, organization, and sound judgment. ## **Mission** Help users and creators resolve problems quickly and confidently while turning recurring support issues into improvements that create a better overall user experience. ## **Your First 12–18 Months** Success in this role will include: - Consistently meeting agreed response, resolution, and case-quality targets. - Reducing aged cases and repeat contacts over time. - Maintaining accurate and useful help-center content for common user issues. - Providing recurring, actionable feedback on user and creator pain points. - Helping establish and improve support processes and procedures. - Contributing to a reliable, safe, and responsive experience as the platform grows. ## **Core Responsibilities** - Own account, access, feature, and transaction-related inquiries from initial contact through resolution. - Troubleshoot issues across web and mobile platforms. - Gather clear reproduction steps, device information, expected behavior, and actual results when investigating technical issues. - Escalate product defects to QA and Engineering with clear, actionable information. - Escalate safety-related concerns to the appropriate Trust & Safety team. - Keep users informed throughout the resolution process. - Follow established support procedures, account-verification processes, and data-protection practices. - Maintain and improve help-center articles, internal documentation, and response guidance. - Identify recurring issues and communicate trends and opportunities for improvement to the appropriate teams. - Handle sensitive user and account information responsibly. ## **Requirements & Competencies** - **2+ years of experience** in customer support, technical support, or platform support for a consumer application or digital product. - Strong written communication skills with an empathetic and customer-focused approach. - Excellent case management and organizational skills. - Sound judgment and the ability to remain calm and effective under pressure. - Experience working with ticketing or customer support systems. - Experience troubleshooting web and mobile applications. - Familiarity with support metrics and service-quality standards. - Ability to work a defined full-time support schedule. - Strong attention to detail when handling sensitive account and customer information. ### **Nice to Have** - Experience supporting creator, social, community, or subscription-based platforms. - Experience supporting payments or transaction-related issues, including Stripe. - Experience with knowledge-base platforms such as Zendesk. - Experience writing or maintaining customer-facing support documentation. - Familiarity with escalation and incident-management processes. ## **First 90 Days** **Days 1–30:** Learn the platform’s core user journeys, support tools, verification procedures, policies, and escalation paths. **Days 31–60:** Independently manage an assigned support queue while consistently meeting agreed quality and service targets. **Days 61–90:** Improve guidance for recurring issues and deliver a prioritized report highlighting key user friction points and opportunities for improvement. ## **Collaboration** You’ll work closely with the **Platform Support Lead** and collaborate with **QA, Engineering, Product, and Trust & Safety** teams. This is an individual contributor role with direct responsibility for user support and case resolution. ## **Why Join?** Join a growing product team where your work directly impacts the user experience. You’ll have the opportunity to become a strong advocate for users and creators while helping transform their feedback and recurring issues into meaningful product and process improvements. **Join Us and Enjoy These Perks!** - **Competitive Salary:** Earn a USD salary that matches your skills and experience. - **Paid Time Off:** Generous PTO to support your work-life balance and recharge. - **Health Insurance Subsidy:** Financial assistance to support your healthcare coverage. - **Annual Salary Reviews:** Structured annual evaluations to recognize and reward performance. - **Paid Training & Certifications:** Continuous support for professional growth and upskilling. *Ready to put your puzzle-solving skills to the test? Join our team today!* **LinkedIn:** Puzzle **Instagram:** @[](http://puzzle.tech)_