Job Description

About POWR

POWR is a leading website plugin platform used by hundreds of thousands of businesses worldwide. Our apps provide merchants with customizable, easy to use solutions to help them grow their businesses online through our various apps.

Support at POWR is not just about answering tickets. We focus on solving real problems, helping users succeed, and actively contributing to retention, reviews, and revenue growth.

Role Overview

We are looking for a result driven Customer Support Agent based in LATAM to support our growing user base. This role plays a key part in handling email and messaging zendesk tickets, reducing response times, and supporting our revenue and retention goals.

You will work closely with senior agents and help ensure users receive fast, accurate, and empathetic support. This position reports directly to the Customer Support Manager.

This is a fully remote position. We are looking for a candidate in LATAM supporting Eastern/European time zones.

Key Responsibilities

• Provide exceptional assistance to the incoming email and messaging tickets in Zendesk according to our SLAs and KPIs
  
• Troubleshoot technical and product-related issues across multiple platforms, including Wix and Shopify
  
• Follow internal playbooks, macros, and workflows to resolve issues efficiently
  
• Escalate complex cases with clear context and proper investigation
  
• Proactively follow up on open high-priority tickets to reduce user waiting time
  
• Maintain a high standard of communication and investigation quality
  
• End interactions when appropriate with a review request, upsell, or cross-sell , aligned with user needs

Requirements

Must-Have

• Based in LATAM and able to work 9am – 5pm EST
  
• Fluent written and spoken English
  
• 3+ year experience in SaaS customer support
  
• Hands-on experience supporting Wix and/or Shopify merchants is strongly preferred
  
• Strong problem-solving, communication and analytical skills
  
• Ability to investigate and explain technical concepts in simple, user-friendly language
  
• You have a strong work ethic and understand the bigger picture in every decision and support interaction.

Nice to have:

• Experience with Live chat or Messaging support, preferably in Zendesk
  
• Basic understanding of HTML, CSS, or website plugins
  
• Experience contributing to sales, upsell, or retention efforts

What Success Looks Like

• Consistently meeting response time and quality KPIs
  
• Helping reduce ticket backlog and wait times
  
• Clear, friendly, and helpful communication with users
  
• Positive CSAT and contribution to team revenue and review goals
  
• Strong collaboration with the Support team and alignment with POWR culture

Compensation & Benefits

• $900 USD fixed per month + Performance based bonus
  
• Fully remote position
  
• Stable working hours aligned with EST
  
• 25 days of paid vacation per year
  
• Opportunity to grow within a performance-driven Support team

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