Customer Support Representative, Landbot

• To be successful in this role, you’ll need to be a strong communicator who builds trust easily, loves solving problems, and is eager to learn and grow every day
• A natural curiosity and drive to understand both the product and the people who use it will go a long way
• At least 2 years of experience in a customer-facing or support role, ideally in a SaaS or tech environment
• Excellent written and verbal communication in both English and Spanish
• A genuine interest in technology and understanding of internet culture
• Strong problem-solving skills and the ability to explain complex topics in a clear, friendly way
• Proactive, autonomous, and eager to learn — you're always looking for ways to improve
• Comfort managing multiple conversations and priorities
• A positive attitude, team-first mindset

Desirable

• We’re on the lookout for a Customer Support Representative who’s eager to help users succeed with our product. In this role, you’ll be the first line of contact for customers, solving issues, answering questions, and guiding them through features — all while making sure they get real value from Landbot
• Provide Exceptional Support: Deliver prompt, professional, and courteous support to our users and customers, mostly via chat and email(95%), and occasionally on video calls. Guide users to understand the value of Landbot, help them experience it firsthand, and encourage regular, effective use
• Become a Landbot Expert: Acquire in-depth knowledge of our platform, including its features, functionalities, use cases, and workarounds, ensuring users can maximize the value of our product
• Technical Issue Resolution: Investigate and troubleshoot technical issues related to chatbots, integrations, and platform functionalities. Ensure timely and satisfactory resolution, with clear communication & follow up process
• Feedback Loop: Collaborate with the Product team to identify and report bugs, and share feedback & feature requests that help us improve the product and user experience
• Documentation and Knowledge Base: Contribute to the creation and maintenance of user-friendly documentation, tutorials, and knowledge base articles, as well as updating internal databases
• Feature Communication: Inform customers about new product features, functionalities, and updates. Ensure they are aware of how these enhancements can improve their experience and meet their needs
• Cross-Functional Collaboration: Collaborate with Success, Sales, Marketing, and Product development teams to share user insights, feature requests, and market trends to drive product improvements and customer acquisition
• Mentorship & Special Projects: Assist with onboarding junior team members and contribute to cross-functional initiatives aligned with company goals

• CV screening
• Bot Challenge
• Phone screen
• Meeting team
• CEO interview