Technical Customer Support Representative (Remote, LATAM)

ATTN: This is not your typical support center job!

At LearnWorlds, our Customer Support team is the front line of product intelligence and customer trust. We don’t just answer questions — we diagnose, solve, and elevate every interaction into a meaningful experience.

We're looking for naturally curious problem-solvers who thrive on making complex ideas simple, who enjoy collaborating with a team, and who get satisfaction from digging into a product, learning it deeply, and helping others succeed with it.

This is an entry-level position, ideal for someone who may not have formal tech experience but shows signs of critical thinking, intellectual curiosity, and the ability to communicate clearly under pressure. You'll work (in English) across email, chat, phone, and live Q&A during webinars, helping customers across the globe build online training academies, publish courses, and deliver exceptional learning experiences.

This role operates on pre-set shifts, not traditional 9-to-5 hours. That means you’ll have predictability, while also enjoying flexibility for personal projects or other commitments during your off-hours.

You’ll be supported with mentorship, on-the-job training, and a culture that encourages feedback, fast learning, and experimentation. The role is both analytical and creative — think of it as part detective, part teacher, and part product guru.

This is a performance-driven technical support role. As part of the interview process, candidates will complete a live ticket simulation to demonstrate structured thinking, troubleshooting ability, and communication clarity. We use practical evaluations to ensure alignment with our standards of ownership, quality, and problem-solving.

A day in our Customer Support Squad

Υour day begins by going online on our CRM and you check out our support related slack channels and see if there are any ongoing issues. Since you are on slack, why not say hi to everyone? Then you start going through all open discussions with our clients that have been assigned to you.

You have come across a couple of cases that need to be more thoroughly investigated and you ask the team for advice on how to handle them. Problem solved, moving forward.

Back to work and you have some spare time to identify something that needs to be updated in one of our support resources articles. LearnWorlds product keeps evolving with new features being added every week. Interesting stuff - it never gets boring around here.

Your open cases are piling up, work is picking up but you have everything under control. You have sent a first answer to everyone acknowledging their question straight away and you are helping them understand how our product works. You get a lot of thank yous and 5-star ratings!

There is only one client that is facing a more technical issue. You investigate and decide you need to pass this through to our 2nd layer support team and get back to them as soon as you have an answer. Oh, and one of the clients seems to have discovered a bug that you send straight to our Software Engineering team.

People on our food slack channel are posting some yummy recipes and that reminds you: Time for a well-deserved break for a snack.

It’s a Worlds of Learning webinar day today and we have more than 1.500 people joining! Great, you are good to go, and you start answering any questions they post on Q&A while the webinar is taking place. Webinars are always super useful to us because we get a lot of feedback on our product and we also get a lot of new feature requests. You keep notes and you pass them to our Product Management team. Any sales leads you share with our Sales Development team.

One more meeting to go before your shift ends. Our monthly support meeting is today and you get to find out everything about how the team is doing. Metrics and data are valuable, you all decide together on future targets and you are off.

Time’s up. You can close everything down and enjoy the rest of your day. Job done and well done!

Key responsibilities

• Become an expert on the LearnWorlds platform — understand its logic, its workflows, and how to adapt it to work for many different types of users
• Provide friendly, thoughtful, and highly effective support across email, chat, phone, and live webinar Q&As
• Diagnose problems through structured thinking and product knowledge, developing autonomy to only escalate when needed
• Translate complex platform behaviors into plain language that customers understand — even if they’re not tech-savvy
• Collaborate with teammates to share insights, solve problems, and flag issues
• Work closely with our QA, Sales, Product Management, CSM, Training, and Software Development teams
• Occasionally lead 1:1 support demos to guide users through specific setups or workflows

Requirements:
We care more about how you think than where you’ve worked. Ideal candidates may have backgrounds in retail, hospitality, tutoring, freelance tech tinkering, or other unexpected places. What matters is your ability to learn fast and your drive to help others.

• Fluent English speaker with excellent verbal comprehension and written clarity
• Curious, analytical, and energized by live problem-solving
• Can take a technical concept and explain it in a way your grandmother would understand
• Calm under pressure; able to troubleshoot in real-time during a webinar or support call
• Highly coachable — you actively seek feedback and use it to improve quickly
• Quick learner with strong memory and retention of complex workflows and platform logic
• Strong time management — you respect shifts, deadlines, and the customer’s time
• Ready to dive into LearnWorlds' features, customers, and community — you do your homework 😉
• Bonus: Familiarity with SaaS tools, support platforms, or LMS products

Benefits:
• Private life and health insurance plan
• Fully remote work if you prefer to work from home, apart from when we have team meetings a few times per year
• Your personal annual training budget
• An annual home office allowance to set up your personal space
• Company laptop
• 23 days of paid time off
• 3 early summer Fridays in July and August
• Access to AI tools at work
• A free LearnWorlds School to build and sell your own courses
• Work in one of the globally top 5 e-learning courses platform
• An opportunity to grow alongside us and shape the look and feel of tomorrow's e-learning
• An entrepreneurial, international, and highly motivated team with a flat hierarchy that will both challenge you and help you reach your highest potential
• Annual company retreats (see the video of our latest retreat).