Senior Customer Support Representative

 

• Remote (LATAM-based)
• Compensation: $2,000–$2,500 USD/month
• Full-time, 9–5 pm ET (initially), Contractor
• Tech Stack: Intercom, GitHub Issues, mobile apps (iOS/Android), internal QA tools

At Near, we connect top talent in Latin America with exciting remote opportunities at U.S.-based companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.

About the Company:

Our client, 1 Second Everyday, is an established, mission-driven consumer mobile app that has been in the market for over 13 years. They help people privately capture, organize, and relive the most meaningful moments of their lives through a simple “1 second a day” video journaling experience. This is not a social media platform; it’s a private, personal memory-keeping tool used by customers all over the world.

They operate as a small, fully remote team, collaborating across North and Latin America. With empathy and craft at their core, they are continually improving how people document their lives and preserve their most precious memories.

About the Role:

We’re looking for a Senior Customer Support Representative who combines strong troubleshooting skills with high empathy and ownership. You’ll handle complex, written customer issues in Intercom, collaborate closely with QA and Engineering, and help ensure the quality and reliability of a consumer mobile app used worldwide.

This role is ideal for someone proactive and curious, who can dig into ambiguous problems, communicate clearly, and drive issues from discovery through resolution. You’ll operate as a senior individual contributor (not a manager) and set the quality bar for how to support partners with technical teams.

You Will:

• Own and manage customer support in Intercom, including handling daily tickets and maintaining structured workflows.
• Troubleshoot complex user issues across iOS/Android, identify root causes, and distinguish between app bugs and device-related problems.
• Write clear, detailed bug reports for QA/Engineering, including reproduction steps, screenshots, and video recordings.
• Collaborate closely with QA and Engineering (via Slack and GitHub Issues) to surface, prioritize, and track bugs through to resolution.
• Participate in QA testing during key releases, allocating up to ~25% of your time when needed to validate builds and critical user flows.
• Update and improve Help Center articles and macros within Intercom as new features ship or recurring issues emerge.
• Communicate with high empathy in all written interactions, recognizing that customers are dealing with highly personal family memories.
• Follow up with users post-fix to confirm resolutions, explain changes, and reinforce trust.
• Contribute to a culture of open, clear communication within a small, remote team spread across North America and LATAM.

About You:

Your Background:

• 4+ years of experience in customer support for B2C/consumer-facing products (mobile apps or ecommerce/consumer products).
• Proven track record handling complex written support (email/chat) rather than primarily phone-based support.
• Hands-on experience with Intercom (or similar platforms like Zendesk) for ticket management, macros, and Help Center content.
• Experience collaborating with QA and/or Engineering teams, including documenting and tracking bugs in tools like GitHub Issues or Jira.
• Comfortable supporting mobile apps (iOS and/or Android) and dealing with the interplay of app, OS, and device issues.
• Strong troubleshooting mindset: able to tease out missing context, identify patterns across tickets, and go beyond “scripted” support.
• Excellent written English, with the ability to communicate clearly and empathetically with a global customer base; comfortable working in a distributed, English-speaking environment.
• Self-directed, reliable, and collaborative — you take ownership of problems, ask great questions, and follow through.

Nice to Have:

• Prior experience supporting consumer mobile apps at scale.
• Experience with subscription products and retention-oriented support.
• Previous work in small, fully remote teams with async communication.
• Exposure to QA processes or participating in structured release testing.
• Familiarity with Intercom Help Center management and optimization.

Compensation & Benefits:

• Compensation: $2,000–$2,500 USD/month (full-time contractor)
• Benefits:
  
  • Flexible PTO (including paid sick time)
  • 3-month paid parental leave
  • 1-month paid sabbatical at your 5th anniversary
  • Company laptop and mobile device stipend
  • $5,000+ in wellness, pet-care and family-care, professional development, home office stipends