Support Specialist

🔥 16 hours ago

🌐 Mexico, Chile, +2 more countries – Remote

🇲🇽 Mexico – Remote 🇨🇱 Chile – Remote 🇨🇴 Colombia – Remote 🇧🇷 Brazil – Remote

💵 $20k - $30k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Kojo

WebsiteLinkedInAll Job Openings

51 - 200 employees

📦 Logistics

🏭 Manufacturing

🏗️ Construction

Logistics • Manufacturing • Construction

Kojo is a comprehensive software platform designed for trade contractors to manage procurement, tools, and inventory efficiently. It offers solutions for planning, purchasing, tracking, receiving, and paying for materials, integrating seamlessly with existing ERP and project management systems. Kojo aims to streamline operations by reducing manual data entry, improving order accuracy with AI solutions, and providing real-time updates on inventory and material costs. The platform supports various trades such as mechanical, concrete, roofing, electrical, and flooring, focusing on enhancing productivity and sustainability in construction management.

📋 Description

• Own 30–40 customer cases per day across email, chat, and occasional phone or video • Investigate workflow and product issues by reproducing steps, reviewing in-app customer activity, and consulting Zendesk history, Slack, Jira tickets, and Notion runbooks • Diagnose ERP sync gaps involving Spectrum, Sage 300 CRE, and NetSuite • Diagnose SSO redirect loops after domain migrations • Diagnose AI Scanning failures on vendor invoices • Investigate quantity discrepancies between the field and the system • Triage potential bugs and escalate to Technical Support and Engineering with clean reproduction steps, documentation, and filed Jira tickets • Decide what to escalate, what to loop a CSM into, and what to own end-to-end • Own tickets through resolution with proactive customer communication and clear status updates • Maintain SLAs, queue health, ticket tagging, status hygiene, and end-of-day handoffs • Spot trends across tickets and flag them to Support Leadership and Product to address root causes • Work at the center of Kojo customer product experience for specialty contractors and subcontractors

🎯 Requirements

• 2–4 years in a high-volume customer support role with 25+ tickets/day sustained • Independent technical troubleshooting in SaaS, IT, or integrations • Experience working from logs, dashboards, runbooks, and customer screenshots • Experience in T1 SaaS support, IT helpdesk with autonomy, NOC, or technical implementations • Time-sensitive customer work in AP/finance, healthcare scheduling, legal admin, logistics dispatch, or B2B SaaS support • Experience working remotely under SLA targets, throughput tracking, and online-status visibility • A describable system for managing 15–30 open threads simultaneously • Clear, warm written communication under time pressure • Construction-tech, procurement, or supply-chain experience is a plus but not required

🏖️ Benefits

• New hire equity grant • Full suite of perks and benefits for all US-based full-time employees • Work from home 100% of the time across North and South America • Remote work during business hours congruent with the team member’s local time zone