Support Specialist LATAM

Join to apply for the Support Specialist LATAM role at Remo First
.

Remo First empowers employers to be free from geographical boundaries when accessing talent, allowing employees to pursue opportunities wherever they may exist. We are on a mission to be the FIRST to truly revolutionise the industry and be a generational company.

Our platform offers a full‑range people management tool, employee benefits like health insurance, and financial benefits, and enabling clients to hire anyone from anywhere with one click. Remo First manages employees and contractors for Fortune 500 companies (e.g., Microsoft, Mastercard) and the best startups worldwide (e.g., Transfer Go).

We are a small but strong team of 170+ people (and growing) hyper‑focused on delivering a world‑class platform and unparalleled service with our industry‑leading partnerships. To help accelerate our growth and pace of delivery, we are looking for a talented Support Specialist to help spearhead the overall look and feel of our features and services.

As a Support Specialist, you will be responsible for handling diverse inquiries within our centralized support system.

You will work closely with clients, employees, and internal teams to ensure queries are resolved efficiently. This is an opportunity to grow your career while contributing to the success of a fast‑growing, mission‑driven organization.

• Support Operations: Handle incoming inquiries through Zendesk, ensuring accurate and timely responses
• Support Operations: Resolve issues related to global employment, compliance, payroll, and employee support
• Support Operations: Escalate complex issues to the appropriate tiers or departments when needed
• Collaboration: Collaborate with internal teams and external stakeholders, including Finance, Business Operations, Local Teams, and Customer Success Managers (CSMs), to resolve queries
• Collaboration: Maintain clear documentation of issues and resolutions to ensure seamless handoffs
• Process Improvement: Provide feedback on workflows and support processes to enhance efficiency and service quality
• Process Improvement: Contribute to the development and refinement of best practices for support operations
• Knowledge Management: Stay up-to-date on global employment laws and company policies to provide accurate guidance
• Knowledge Management: Share insights and knowledge with teammates to foster continuous improvement

• 2–3+ years of experience in customer support, operations, or a related role
• Proficiency in support platforms like Zendesk (or equivalent tools), including workflow management and automations
• Experience in EOR (Employer of Record), global HR, or payroll‑related support
• Exceptional written and verbal communication skills in English, with the ability to adapt communication styles for diverse audiences
• Strong organizational and time‑management skills to handle a high volume of inquiries across global time zones
• Proactive by nature – you anticipate challenges, take the initiative, and consistently seek improvements
• Proven ability to collaborate effectively in a remote‑first, globally distributed environment
• Strong preference with strong experience in Employee Payroll and Billing Support environments

• Technical
  
  Skills:
  
  Support Tool Expertise Advanced understanding of best practices in support operations, including ticket tagging, workflow routing, automation setup, SLA tracking, knowledge base optimization, and reporting for performance insights
• Technical
  
  Skills:
  
  Data Fluency Ability to create and analyze reports or dashboards for tracking KPIs, team performance, and process improvements
• Technical
  
  Skills:
  
  Technical Adaptability Quick to learn and master new software, tools, and systems relevant to remote work and global support operations
• Behavioral and
  
  Core Competencies:
  
  Empathy and Communication Ability to handle complex and sensitive conversations professionally, with a customer‑first mindset
• Behavioral and
  
  Core Competencies:
  
  Problem Solving Proactive in diagnosing challenges, developing actionable solutions, and escalating when necessary
• Behavioral and
  
  Core Competencies:
  
  Attention to Detail Ensures accuracy in compliance‑driven…