Maple
Customer Support Representative (LatAm, Remote)
4mo ago
20000 –25000 USD / yearRemotecustomer supportcall handling
Provide onboarding and live support to restaurant clients using AI agents for call handling and order management in LATAM region.
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
Nice to have
- Have worked with SMBs or local businesses
- Have experience with Intercom, OpenPhone, Salesforce
- Have supported technical products
- Thrive in early-stage startup environments
Conditions
- Competitive salary + meaningful equity
- A real product with real usage and growing revenue
- Strong In-person culture, fast feedback loops, and zero bureaucracy
- A small team that feels like a founding team
- Full health, dental, vision, 401k, life insurance, and unlimited PTO
- Tools budget, coffee budget, whatever-you-need-to-be-great budget
- Want to help reimagine how software works for real-world businesses? Let’s talk.
Other
- At Maple , we’re building AI agents that work for restaurants. These agents answer calls, take orders, book appointments, and handle real customer interactions over natural voice.
- But our bigger mission goes deeper: we’re building automated ontologies that model how businesses actually operate — their services, workflows, constraints, and language — so our agents can adapt to them instantly. We meet businesses where they are, not where software wants them to be.
- We have many customers, strong revenue growth, years of runway, and backing from world-class investors . I’ll share more once we meet.
- When a business signs with Maple, two things must happen:
- They must get live quickly.
- They must feel like we have their back.
- This role sits at the intersection of onboarding and support. You will:
- 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
- We need someone who:
- Thinks on their feet
- Enjoys talking to business owners
- Can gather context fast
- Is comfortable with ambiguity
- Takes ownership instead of waiting
- 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
- You think like an operator. You take initiative, care about outcomes, and feel energized by solving real problems.
- You operate with urgency and reliability. When something needs attention, you step in quickly and keep it moving.
- You enjoy learning, improving, and quickly implementing feedback.
- We optimize for leverage. That means great internal tooling, fast CI/CD, and code that scales across many customer types
- We believe in deep ownership. Engineers here talk to users, design features, and ship fast
- We value clarity over process. You’ll spend most of your day building, not waiting on decisions
- We move in person. We’re a tight-knit team that moves fast and solves problems together