[Hiring] Customer Support Specialist REMOTE USA
Position: Customer Support Specialist
Date Posted: August 22, 2025
Industry: Technology / SaaS / Customer Support
Employment Type: Full Time
Experience: Not Specified
Qualification: Estimated Qualification like Bachelor Degree holder, Diploma/Degree/Certificate
Location: Miami, FL, United States – REMOTE (LATAM & US Time Zones)
Company: The Mobile-First Company
Description:
About the company: The Mobile-First Company builds mobile-first, AI-powered business tools for operators who run their businesses from their phones. Their flagship app, Allô, provides a second phone number, AI-assisted call handling, transcription, and CRM sync — and is used daily by over 20,000 businesses. The team works across Paris, Buenos Aires, and Miami, and is scaling support as the product expands into adjacent products like expenses and invoicing.
Why this role matters: You’ll be the company’s first full-time support hire — the person who keeps everyday users successful and helps shape how support scales for the next 100k customers. This is a hands-on, user-facing role where speed, clarity, and practical problem-solving directly influence retention and product direction.
What you’ll do:
• Provide fast, helpful responses to users via Intercom (chat, email, SMS), ensuring clarity and empathy.
• Use AI tools (Fin) to handle routine interactions and speed up workflows, stepping in personally for nuanced or high-value cases.
• Deliver white-glove support to top customers through hotline access, proactive messaging, and personalized troubleshooting.
• Run one-on-one onboarding sessions to help new users get immediate value from Allô.
• Troubleshoot issues across mobile platforms, porting, billing, and CRM integrations; escalate and follow up until resolved.
• Improve support efficiency by writing macros, organizing internal responses, and maintaining up-to-date help documentation.
• Log feedback, surface edge cases, and report actionable bugs or UX friction to Product.
• Work closely with Product and Growth to improve activation, retention, and onboarding based on real user insights.
• Own quality of support, propose process improvements, and help define the playbook for a growing support team.
What we’re looking for:
• Strong hands-on experience with Intercom (workflows, tags, macros, automation).
• Comfortable using AI assistance but skilled at recognizing when human judgment is required.
• Excellent spoken and written English, and confidence running onboarding calls for US customers.
• Ambition to build and scale a support function — not just handle tickets but shape strategy.
• Experience in early-stage startups and familiarity with tools like Zapier, Stripe, Notion, and Retool is a plus.
What we offer:
• Competitive pay (USD or local equivalent) and equity.
• Quarterly 10-day team retreats abroad.
• 30-day onboarding in Paris (flights and housing covered).
• Laptop & home-office setup of your choice.
• Private health insurance for US or LATAM hires.
• A small, driven team and the chance to build something rapidly at scale.
How to apply:
No cover letter needed — tell us who you are and why this role fits you when you apply via the button on this page.
Disclaimer: The job details above are structured for clarity and based on publicly available content from recruiters/Company pages. All rights remain with the original source; names may be withheld for confidentiality. We are not involved in the hiring process.
