Customer Support Representative (Remote - Latin America)

Company Overview
LeadTruffle is a TinySeed-backed AI-powered lead capture and qualification platform helping US home-service businesses respond to leads and turn them into booked jobs using AI voice, email, and SMS automation. We integrate with Thumbtack, Yelp, Angi, Google, Meta, Jobber, Housecall Pro, and ServiceTitan.
Role Overview
Your main responsibility is owning our Crisp support inbox: reviewing tickets, sending prompt and accurate replies, and following conversations through to resolution. You will use our internal AI system to investigate and draft replies, verify its answers, and decide what to send.
You will work closely with founders Bryan and Aaron to resolve customer problems and document product issues and feature requests. Support comes first; when the inbox allows, you will help with onboarding and technical setup.
Daily Customer Support
• Monitor new and reopened conversations and prioritize issues affecting customer lead flow.• Check conversation history and account settings before replying. Explain next steps in plain English.• Troubleshoot lead-source, messaging, and CRM issues. Check whether leads arrived and what happened to automated responses.• Create clear bug reports with expected versus actual behavior, reproduction steps, customer impact, and links to support conversations.• Document feature requests with concrete examples.• Keep customers informed, test fixes, and follow through to resolution.• Leave clear next steps for open tickets at the end of your shift.
Onboarding and Technical Setup
• Invite teammates, configure notifications, and help customers on short screen shares.• Connect lead sources or set up email forwarding, then send test leads to verify the setup.• Help configure and troubleshoot Zapier workflows and CRM connections.• Help adjust AI prompts to match a customer’s business.
You Are a Strong Fit If You
• Have handled customer questions in a shared support inbox and can manage multiple conversations while investigating issues.• Write clearly in English and can help frustrated business owners over chat or on calls.• Can narrow down where a software workflow went wrong and know when to involve a teammate.• Take responsibility for testing your work and following through.
Experience with Crisp, Zapier, Jobber, Housecall Pro, or ServiceTitan is helpful. We are especially interested in how you have learned a tool well enough to help someone else use it.
How Success Will Be Measured
Customers get timely, accurate replies. Anyone waiting on a fix knows what is happening and when to expect an update. Recurring issues are documented with examples so the team can address the cause.
Position Details
• Full-time and remote within Latin America, with a preference for candidates based in Colombia.• Monday–Friday, approximately 9 a.m.–5 p.m. U.S. Eastern time.• Compensation: US$1,250 - $1,850 per month, depending on experience.• Work closely with LeadTruffle’s founders.