Customer Support Representative (Costa Rica) - January Start Date

The role

You will provide empathetic, hospitality-driven support to restaurant owners and guests via phone, chat, and email. You will manage high volumes of inbound inquiries and resolve complex issues using Salesforce and telephony systems.

What you will do

• Deliver empathetic call and message tone to restaurant owners and guests
• Provide timely support across inbound phone calls, chats, and emails
• Manage multiple concurrent conversations and tasks
• Take ownership of complex or high-priority issues
• Meet or exceed a 90%+ customer satisfaction score
• Document customer interactions in Salesforce
• Collaborate with teammates in Slack
• Share knowledge, feedback, and best practices
• Identify patterns and recurring issues to improve tools and processes

Required qualifications

• 3-5+ years of customer support or customer service experience, ideally in a B2B SaaS, technology, e-commerce, internet, or software-driven environment
• Proven success in a high-volume, fast-paced support role
• Fluency in Spanish and English (C1/C2)
• Experience handling escalations and complex customer issues
• Demonstrated ability to support teammates through mentoring, training, or serving as a subject-matter expert
• Experience working in a CRM environment
• Familiarity with telephony systems such as Intercom, TalkDesk, or similar tools
• Strong organizational skills
• Ability to stay calm, respectful, and solution-oriented in high-pressure situations
• A reliable home workspace with stable, high-speed internet and minimal background noise

Nice to have

• Background in hospitality, restaurants, retail, or other high-volume, customer-facing service environments
• Experience supporting restaurant owners, small business owners, or hospitality-focused businesses
• Familiarity with support metrics such as CSAT, QA, FCR, and SLAs
• Experience working on a remote or distributed team and collaborating across time zones
• Salesforce preferred

Benefits

• Comprehensive health coverage
• Remote work flexibility
• Work-from-home stipend
• Unlimited paid time off (PTO)
• Extra perks and fun benefits
• Paid training period (4-6 weeks)
• Company-provided laptop

Before you apply

• Recruiter Screen video call
• Hiring Manager Screen video interview
• Full Interview Round 45-minute mock role play video interview
• Final Round 30-minute video conversation with a senior leadership member

About the company

Owner is an AI-native system used by local business owners, starting with restaurants, to power websites, online ordering, CRM, and POS. The company is a remote-first, global company headquartered in San Francisco.