job specification

Location:Remote (LATAM only)Contract:Full-time (40h/week) Compensation:USD $12,000 – $14,000 gross per year (depending on experience) Languages:Fluent English (French is a plus) Seniority:3+ years in B2B SaaS Customer Support Start Date:ASAPWe're hiring a Customer Support Specialist with strong technical capabilities to help us deliver high-quality, reliable support at scale.At FullEnrich, support is central to the product experience. Our customers rely on our data for revenue-generating workflows. That means our responses must be accurate, structured, and genuinely helpful, not just fast.About FullEnrich FullEnrich helps businesses find accurate emails and phone numbers to reach the right people.Unlike most enrichment tools that rely on a single source, FullEnrich aggregates 20+ data providers into a waterfall system that automatically tests multiple sources to return the best available contact data.We are a profitable B2B data platform used by 3,000+ customers, with around 2,000 new signups every week. Our product supports sales, recruiting, marketing, and operations teams worldwide.We're a remote-first team of 20+ people across the US, UK, and Europe. We value ownership, clarity, and high standards in how we work.What You'll Do Respond to customer questions via Intercom (chat & email) and Slack Troubleshoot product, billing, and account-related issues Help customers troubleshoot API requests, bulk CSV uploads, credit usage questions, and external tool integrations (e.g. HubSpot, Salesforce, Zapier) Investigate issues using internal documentation and tools before escalating Manage multiple real-time conversations while maintaining clarity and quality Escalate bugs with clear context and reproducible steps Improve internal documentation when gaps are identifiedWe value thoughtful problem-solving. Clear explanations matter as much as technical accuracy.What We're Looking For 3+ years of experience in B2B SaaS customer support Strong understanding of APIs, external tool integrations, and bulk data uploads (CSV) Comfortable troubleshooting technical issues independently Excellent written English French knowledge is a plus (helps with context; fluency not required) Experience with Intercom or similar support tools Structured, calm, and reliable in real-time chat environments Based in LATAM time zonesWhy Work at FullEnrich Profitable and growing with strong product-market fit A small team where your work has visible impact Remote-first and internationally distributed A support culture focused on quality, clarity, and accountabilityIf you take pride in delivering exceptional support and enjoy solving technical problems thoroughly, we'd be happy to hear from you.