Customer Support & Operations Lead (AI-First) - LATAM - …, Heroica Matamoros

We connect talented tech professionals in Latin America and Canada with remote career opportunities at innovative startups worldwide. We specialize in finding roles that align with your skills, experience, and career goals. Our personalized approach ensures you're matched with companies that value your contributions and offer opportunities for growth. Whether you're a software engineer, designer, marketer, or other tech professional, we're here to help you take the next step in your career. Company Overview Our client operates a two-sided marketplace and software platform in the outdoor hospitality space. On one side, travelers use the platform to discover and book campgrounds and RV parks. On the other, park operators rely on the software to manage reservations, payments, availability, and day-to-day operations. Because the product sits directly in the flow of bookings and payments, support is not just a service function — it’s critical to customer trust, retention, and revenue . When issues happen, they often involve real travel plans and time-sensitive situations. Your Role We’re hiring a Customer Support & Operations Lead to make support fast, consistent, and scalable . This is not a typical support role — you’ll lead a small team and build the system behind it : how tickets are triaged, escalated, automated, and improved over time. Support here is mission-critical. Issues often involve bookings, payments, and real travel plans , so speed, clarity, and judgment matter. You’ll also use AI tools (like Claude) to reduce manual work and improve workflows. You’ll: Lead and coach a 5-person support team

Build workflows for triage, escalation, and resolution

Create playbooks for high-stakes issues

Use AI to automate repetitive work

Identify recurring issues and fix root causes

Ship weekly improvements (process, automation, documentation)

Share clear updates on what’s working, what’s breaking, and what needs fixing

You Bring: 3–6+ years in customer support, operations, or similar roles

Experience leading or mentoring support teams

Strong written English and customer communication skills

Experience working in startups or software environments

A systems mindset — you think in processes, not just tickets

Comfort using AI tools to improve workflows and efficiency

Strong organization and follow-through

Ability to stay calm and make decisions under pressure

Bonus Points: Experience with operationally complex products (payments, bookings, marketplaces)

Background in Customer Success or cross-functional roles

Experience building SOPs, macros, or internal tools

Familiarity with automation tools or AI workflows

What’s Offered: Fully remote contractor role

Open to candidates across LATAM

Work aligned with U.S. business hours (overlap required)

20 days PTO + U.S. holidays

Competitive USD compensation (based on experience)

High ownership and visibility within a small team

Opportunity to build and shape the support system from the ground up

Interview Process 1️⃣ Intro call — experience, communication, and approach to support 2️⃣ Hiring manager interview — systems thinking and escalation judgment 3️⃣ Short challenge — propose workflows, automations, and metrics for sample scenarios 4️⃣ Final conversation — alignment and expectations Postúlate en Kit Empleo: kitempleo.com.mx/empleo/5uz4cd