Customer Support Representative (Costa Rica)

About the role

As a Customer Support Representative, you will be the initial point of contact for restaurant owners and their customers, setting a positive tone for their interactions with Owner. This role involves providing empathetic and clear support, resolving issues, and building trust. You will manage a high volume of inquiries, ensuring customers feel supported and respected.

Key facts

What you'll do

• Provide professional and empathetic support through calls, texts, and emails, upholding Owner's standards.
• Handle a large volume of incoming communications from restaurant owners and their guests efficiently.
• Organize and prioritize multiple tasks and conversations, ensuring thorough follow-up and resolution.
• Address complex or urgent issues using structured problem-solving and clear communication.
• Aim for a customer satisfaction score of 90% or higher while maintaining quality and accuracy.
• Record all customer interactions accurately in Salesforce for tracking and accountability.
• Work with teammates in Slack to ensure consistent support and a strong team environment.
• Contribute to team knowledge by sharing feedback and best practices.
• Identify recurring issues and suggest improvements for tools, processes, and documentation.

Requirements

• 3-5+ years of experience in customer support or service, preferably in B2B SaaS, technology, e-commerce, or software.
• Demonstrated success in a fast-paced, high-volume support environment with clear performance metrics.
• Fluent in both Spanish and English (C1/C2 level) with strong written and verbal communication skills.
• Experience managing escalations and complex customer problems with professionalism and empathy.
• Proven ability to support colleagues through mentorship, training, or acting as a subject-matter expert.
• Experience with CRM systems (Salesforce preferred) and telephony tools like Intercom or TalkDesk.
• Strong organizational skills, capable of prioritizing and managing multiple active cases accurately under pressure.
• Ability to remain calm, respectful, and solution-oriented in stressful or time-sensitive situations.
• A reliable home workspace with stable, high-speed internet and minimal background noise.
• Flexibility to work varying shifts between 7:00 AM - 4:00 PM PST or 11:00 AM - 8:00 PM PST, including weekend availability.

Nice to have

• Background in hospitality, restaurants, retail, or other high-volume customer service roles.
• Experience supporting restaurant owners, small business owners, or hospitality businesses.
• Familiarity with support metrics such as CSAT, QA, FCR, and SLAs.
• Experience working in a remote or distributed team across different time zones.

Skills & tools

• Salesforce
• Intercom
• TalkDesk

Practical notes

Benefits include comprehensive health coverage, remote work, a work-from-home stipend, and unlimited paid time off. Be aware of employment scams: all official communications will come from an @owner.com email address, and we will not conduct interviews via email or chat, nor ask for sensitive personal financial information.