Soma Capital Portfolio Jobs

Support Analyst Latam



IT, Customer Service
Latin America
Posted on Friday, May 17, 2024

Job summary:

Responsible for addressing client inquiries, resolving issues, and providing technical assistance, they act as a bridge between the company and its B2B partners. These professionals must possess excellent communication skills, a deep understanding of the company products or services, and the ability to troubleshoot complex problems. They collaborate with internal teams to streamline processes, maintain accurate records of interactions, and contribute to the overall improvement of customer experience. The Support Specialist should be proactive, adaptable, and committed to fostering long-term relationships with clients while consistently meeting service level agreements.

Performance Expectations:

Client Support: Assist B2B clients by addressing inquiries, resolving issues, and ensuring a positive customer experience.

Product Knowledge: Master the company products/services to guide clients, troubleshoot problems, and maximize client value.

Documentation: Maintain accurate records of client interactions, issues, and resolutions for analysis and improvement.

Team Collaboration: Work closely with internal teams to share client feedback and contribute to ongoing product/service enhancements.

Expertise Overview:

Flexible schedules (night shift, Saturdays, holidays).

1-3 years of relevant experience in the same or similar positions.

Field: Business Administration, Human Resources, or a related field.

Education: Bachelor’s Degree.

Complementary education: Customer Support, Customer Success, Account Management, or related areas would be beneficial.

Tools: Specific knowledge of Zendesk.


Fintech experience (plus).


100% remote.

We pay in USD.

Collaborate with colleagues from diverse cultural backgrounds.

20 paid days per year of time off.