Customer Support Representative, LatAm

🕒 March 18

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Maple

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

🤖 Artificial Intelligence

☁️ SaaS

🤝 B2B

Artificial Intelligence • SaaS • B2B

Maple is an AI-powered voice platform that provides virtual phone agents for restaurants, answering inbound calls, taking orders, managing reservations, and handling upsells and complex order modifications. Delivered as a SaaS solution, Maple integrates with POS, reservation, and delivery systems, offers 24/7 multilingual call handling, and provides enterprise and partner programs for scaling across multiple locations.

📋 Description

• Guide new customers through setup • Handle live support when issues arise • Think quickly when edge cases happen • Communicate calmly when a restaurant owner has questions • Escalate to engineering clearly and precisely and implement solutions • Run onboarding calls with new customers • Translate business operations into structured AI configurations • Identify gaps or unclear workflows and clarify them live • Ensure customers go live quickly and confidently • Handle inbound support calls, texts, and emails • Troubleshoot real-time voice agent issues • Think creatively when things don’t follow the script • Gather complete context before escalating to engineering • Own issues end-to-end • Document cases clearly in Salesforce • Communicate tightly in Slack • Identify recurring friction points • Suggest improvements to tooling, onboarding flow, or documentation

🎯 Requirements

• Fluency in English (C1/C2), with strong written and verbal communication skills in both languages • 2–5+ years in customer support, onboarding, or high-touch SaaS roles • Experience handling escalations and complex customer issues with professionalism, empathy, and sound judgment • Strong conversational ability (moderately extroverted, not robotic) • Quick thinker — you don’t default to “let me check on that” • Comfortable handling ambiguous or messy situations • Ability to stay calm, respectful, and solution-oriented in time-sensitive or high-pressure situations • Able to gather context when customers provide incomplete information • Strong organizational skills with the ability to prioritize effectively, manage multiple active cases simultaneously, and maintain accuracy under pressure

🏖️ Benefits

• Medical, dental, and vision insurance for you and your family • 401(k) plan • Life Insurance • Unlimited PTO • Tools budget, coffee budget, whatever-you-need-to-be-great budget