We are Carbonara App, a guest‑management platform used by hospitality venues around the world. We are looking for a Junior Customer Support / Success Representative to help us support and delight our clients in North and South America.
Role overview
You will be the main point of contact for restaurants using Carbonara App in the Western Hemisphere, answering questions, guiding them through our features, and ensuring they get the most value from the product. This is a remote, Junior, hourly position.
Responsibilities:
- Provide timely, friendly support via email, WhatsApp, and other messaging tools.
- Help restaurants with onboarding, configuration, and day‑to‑day questions about Carbonara App.
- Troubleshoot common issues and escalate more complex problems to the appropriate team.
- Maintain clear, accurate notes in our CRM and follow up proactively with customers when needed.
- Collaborate with our Product and Sales teams by relaying feedback, common issues, and feature requests from customers.
- Contribute to internal documentation and customer‑facing help articles or FAQs.
Mandatory requirements:
- Based in the Americas (North, Central, or South America time zones), with availability to cover client hours in those regions.
- Native or near‑native Spanish.
- High level of English (written and spoken) for daily internal communication and some customer interactions.
- Reliable high‑speed internet connection suitable for video calls and constant online communication.
- Comfortable using tools such as Gmail, WhatsApp, and a CRM.
- Ability to work independently, manage your time, and prioritize tasks.
Preferred experience
- Previous experience in Customer Support or Customer Success.
- Previous work in the hospitality sector (restaurants, bars, hotels, or reservation/booking platforms).
- Experience supporting clients via WhatsApp, email, and/or live chat.
- Additional languages are a plus, especially Portuguese, French, or Italian.
Personal qualities:
- Customer‑centric mindset: you enjoy helping people and solving their problems.
- Clear, empathetic communicator who can adapt tone and language to different types of clients.
- Curious and quick to learn new tools and product features.
- Organized, reliable, and comfortable working remotely in a distributed team.
What we offer:
- Remote, flexible work within American time zones.
- A small, international team where your feedback and ideas are valued.
- Training on Carbonara App and our internal tools and processes.
