Implementation & Customer Support Specialist

Industry / Sector: B2B SaaS / Local Commerce & Agriculture Supply Chain

Location: Remote (Philippines)

Schedule: Saturday – Wednesday | 9:00 AM – 5:00 PM PST

(Note: Initial 2–3 week onboarding/training will occur Monday – Friday | 9:00 AM – 5:00 PM EST)

Target Compensation: $1,200 – $1,500 USD / month (commensurate with experience)

Type: Full-Time, Remote Contractor

About Our Client

Our client is a fast-growing North American B2B SaaS platform serving local food producers, farms, and agricultural suppliers. They provide e-commerce, inventory, and order management tools that help local food systems scale efficiently.

They are seeking a detail-oriented, highly organized Implementation & Customer Support Specialist based in LATAM to own account setups and handle front-line customer inquiries.

Role Overview

This is a hybrid operational role positioned between Implementation/Onboarding and Level 1 Technical Support.

The primary focus of this role (~60%) is heavy data entry, system configuration, and account setup for new local suppliers onboarding onto the platform. The remaining focus (~40%) involves answering low-level, front-line customer support tickets via email, live chat, and phone.

The ideal candidate possesses exceptional attention to detail, thrives in structured data-entry tasks, and brings clear, friendly written and spoken English when assisting clients.

Key Responsibilities & Task Breakdown

1. Implementation & Account Setup (60% of Role)

Data Entry & Storefront Builds: Input, structure, and verify large volumes of supplier inventory, product catalogs, pricing tiers, and account settings into the platform with zero error tolerance.
Customer Onboarding Execution: Execute repetitive, detail-heavy setup tasks to get new farms and suppliers live quickly and accurately.
Database Maintenance: Audit existing account configurations, clean up data sets, and ensure client profiles remain up to date in HubSpot.

2. Level 1 Customer Support (40% of Role)

Email Ticketing (30%): Manage incoming low-level support tickets via HubSpot, providing clear, step-by-step instructions for routine user inquiries, login issues, and basic navigation.
Live Chat & Inbound Phone Calls (10%): Handle routine inbound client calls via Dialpad and live chat, delivering empathetic, professional verbal support.
Issue Escalation: Identify platform bugs or complex account bottlenecks, document clear reproduction steps, and escalate to higher-tier technical teams.

Qualifications & Requirements

Experience: 2+ years of experience in data entry, software implementation, e-commerce catalog management, or Level 1 customer support for a U.S./Canadian B2B SaaS platform.
Extreme Attention to Detail: Exceptional precision when managing repetitive, high-volume data-entry tasks.
Communication Skills: Near-native written and spoken English. Comfortable making direct phone calls via Dialpad and writing clean, customer-facing email responses.
Tech Stack Familiarity: Hands-on experience with HubSpot CRM/Helpdesk and cloud telephony tools (Dialpad or similar).
Schedule Alignment: Located in LATAM with strict availability to work Saturday through Wednesday, 9:00 AM – 5:00 PM PST (and attend initial training on EST).
Remote Setup: Dedicated, quiet home office equipped with a high-speed fiber internet line, reliable computer, and noise-canceling headset.

Why Join Our Client’s Team?

Stable, Long-Term Role: Full-time remote seat with a mission-driven company supporting local farms and food systems.
Clear Work Scope: Predictable day-to-day balance of structured data management and customer interaction.
Supportive Environment: Direct alignment with North American operational leaders who value accuracy, thoroughness, and steady execution.

Implementation & Customer Support Representative - 64697100107