Junior+ Customer Support Specialist
Description
Company Overview:
Lean Tech is a rapidly expanding organization situated in Medellín, Colombia. We pride
ourselves on possessing one of the most influential networks within software
development and IT services for the entertainment, financial, and logistics sectors. Our
corporate projections offer a multitude of opportunities for professionals to elevate their careers and experience substantial growth. Joining our team means engaging with
expansive engineering teams across Latin America and the United States, contributing
to cutting-edge developments in multiple industries.
Position Title: Customer Support Specialist
Location: Remote
What you will be doing:
Support Inbox Management & Customer Support (Plain)
● Manage inbound support emails
● Accurately label, categorize, and prioritize incoming requests based on customer frustration, problem severity, and account value
● Respond to inquiries using documentation and debugging guides, collecting information and providing troubleshooting steps
● Handle common issues like contact imports, dashboard navigation, and basic integration setup with personalized, contextual responses
● Escalate High/Urgent issues immediately to the team via Slack with proper context Community Support (Discord)
● Monitor and respond to support questions in our Discord community
● Help self-serve users troubleshoot issues in real-time
● Direct users to our support inbox when needed and ensure their tickets are properly handled
● Surface common questions and issues to inform documentation improvements ● Build relationships with power users and community champions
● Have personalized 1:1 support meetings with key customers
Internal Collaboration (Slack)
● Coordinate with the Bland team on complex issues and escalations
● Share insights on customer patterns and emerging issues
● Contribute to team discussions on support processes and improvements Documentation & Reporting
● Track common customer questions and pain points
● Identify gaps in existing documentation and flag areas for improvement
● Report on patterns: recurring issues, frequent bugs, feature requests
● Contribute to knowledge base improvements based on customer feedback
● Learn from engineering resolutions to improve your own responses over time
Requirements & Qualifications
To excel in this role, you should possess:
● Strong written and verbal English communication skills, you can be empathetic without sacrificing efficiency
● 1-2+ years in customer support, ideally in technical or SaaS environments ● Excellent organizational skills and obsessive attention to detail
● Comfortable with technical troubleshooting and guiding customers through debugging steps
● High level of agency. You figure things out, identify patterns, and get it done
● Comfortable managing support across multiple channels (email, Plain, and Discord)
Nice to Have Skills
● Experience with Plain or similar support platforms
● Basic understanding of APIs, webhooks, or technical integrations
● Familiarity with voice AI, telephony, or developer tools
● Experience contributing to documentation or knowledge bases
● Active in developer communities or Discord servers
Soft Skills
● You care about the craft: every response should feel human, helpful, and on-brand. At Bland, we highly emphasize kind and personalized communication, making sure every customer knows they are talking to someone who truly cares about their concern.
● You're organized, keep tight timelines, and deliver clear updates
● You can context-switch rapidly between frustrated customers and casual how-to questions
● You're resourceful and a fast learner, if you don't know the answer, you know how to find it
● You spot patterns and can synthesize recurring issues into actionable insights
● You're comfortable with the intensity of a fast-growing startup, the pace is high, the work is hard
● You enjoy being part of developer communities and helping builders succeed
Why you will love Lean Tech:
- Join a powerful tech workforce and help us change the world through technology
- Professional development opportunities with international customers
- Collaborative work environment
- Career path and mentorship programs that will lead to new levels.
Join Lean Tech and contribute to shaping the data landscape within a dynamic and growing organization. Your skills will be honed, and your contributions will play a vital role in our continued success. Lean Tech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.