This is a remote position.
ABOUT THE COMPANYThis company helps revenue teams take ownership and accountability for financial goals through comp plan design guidance, automated commission tracking, and built-in collaboration tools. Industry-leading companies like Cursor, LaunchDarkly, and Zapier trust them to automate the commission tracking and payment process for their go-to-market teams. Contracting with this company means you'll get to solve complex challenges, grow your skills, and contribute to a product that makes a real difference. They're a passionate team that values curiosity, empathy, and inclusivity. If you're excited about working on meaningful products with a collaborative, dynamic team, this is the place for you. You'll be the first point of contact for their customers - responding to inquiries via Intercom with speed and empathy -while also building the self-serve resources that help users succeed before they ever need to reach out. This role sits at the intersection of reactive support and proactive content creation, directly reducing support volume and improving the customer experience at scale.
Provide timely, helpful responses to customer inquiries via Intercom, maintaining a high-quality support experience and strong CSAT scores.
Troubleshoot product issues and escalate bugs or edge cases to the appropriate internal teams.
Create and maintain self-serve resources, including:
Fin, our AI support bot
Help center articles and FAQs
Onboarding guides and product walkthroughs
Release notes and feature documentation
Identify recurring support themes and proactively address documentation gaps before they lead to tickets.
Partner with Product, Engineering, and Customer Success to surface customer feedback and improve workflows.
Track and report on support volume trends, resolution times, and self-serve content performance.
Thoughtfully use AI tools to reduce manual work and improve efficiency in routine support tasks.
Requirements
2+ years of experience in a customer support or customer success role, ideally at a B2B SaaS company
Strong written communication skills: clear, warm, and efficient across every customer interaction
Experience with Intercom or similar support tools (Zendesk, Front, etc.).
Comfort writing user-facing documentation: help articles, onboarding guides, and FAQs.
A systematic thinker who can spot patterns and build scalable, self-serve solutions.
Strong organization and time management, with the ability to balance reactive support with proactive content work
Bonus if you have:
Technical curiosity and comfort navigating API documentation or developer-facing tools.
Background in compensation, commissions workflows, or revenue operations.
Experience creating video walkthroughs or screen recordings (e.g., Loom).
Familiarity with Salesforce, HubSpot, or other CRM solutions.
Benefits
Salary:$2500 - $2900 USD / monthly
100% Remote for Colombia
HireBoost appears to be a B2B SaaS company operating across multiple business verticals. Based on the job postings, the company includes a Partner Relationship Management (PRM) platform division that is building next-generation software to help partnership and go-to-market teams scale their operations. They also operate a digital advertising and web services division that builds profitable, measurable digital advertising campaigns and creates lead-generation-focused creative and web solutions for clients across North America and globally. The company is bootstrapped, profitable, and experiencing significant growth at 600% year-over-year, positioning itself as a disruptor in the $13B partnership technology market.
