Customer Support Rep II

About the Role

We are hiring exclusively in Latin America at this time.

We’re a small team solving big problems in the property management industry. Bootstrapped since 2013, we're passionate about helping small businesses simplify growth and streamline operations, providing the leading CRM in our space.

We are looking for a Customer Support Representative II to join our amazing team of A-players and drive instant impact for our customers. We are hiring people who have done it before. 

Are you sure you're qualified for this role?

  • Have you been responsible for troubleshooting Tier 2 support issues for B2B SaaS products and effectively communicating with technical teams?
  • Have you handled escalated client requests via call, chat, or email with a 30-minute first response time and a 2-hour time to close while maintaining a 94% CSAT score?
  • Have you asked probing questions to identify root causes and decipher whether there's a need to realign expectations, educate the client, or create an issue for the engineering team? 
  • Do you have experience with support tools such as Intercom, Zendesk, Salesforce, or HubSpot? And possibly other tools like Twilio, Zapier, Linear, and AppFolio?
  • Do you have knowledge of integrations, APIs, and other engineering concepts?


Are you sure you're up to what we're up to?

  • Do you embrace challenges as a pathway for your own growth? 
  • Have you embraced difficult conversations with colleagues?
  • Do you have a track record of providing feedback to peers and leaders to reach goals?
  • Are you able to articulate what growth looks like for you?

Expectations for your first 90 days:

  • Become confident in resolving customer issues independently within 50-60 days. The goal is for 75% of tickets to be handled autonomously.
  • Embody our core value of customer obsession by hitting a CSAT score of 94%.
  • Share the workload equally among the team. For instance, with 4 reps and a manager, each would handle approximately 25% of the weekly ticket load.
  • Update or write at least one help article per month.
  • Dig deep into the product and help articles on your own to gain stellar product and industry knowledge.
  • Gain proficient knowledge of the other tools we use to support our clients.

A day in the life of…

  • Gain deep understanding of LeadSimple's capabilities, effectively communicating this to clients in an engaging manner for accurate internal handoffs.
  • Assess client needs, with the utmost professionalism, create tickets, and assign them to the relevant departments.
  • Monitor and relay customer requests to the engineering team efficiently.
  • Continuously refresh training documentation, courses, and videos.
  • Actively seek opportunities to enhance skills and knowledge for role advancement.


  • Pay rate at $25,000 per year
  • 8 Company Holidays + Week off at Christmas
  • 6 weeks Paid Time Off (5 weeks Vacation, 1 week Sick)
  • 1 Volunteer day with the organization of your choice
  • Birthday lunch on us 🎂
  • Monthly Healthcare Allowance
  • Monthly WFH Allowance
  • Yearly Vacation Allowance
  • Fun and outcome driven work environment with a smart, hard-working team
  • Location independence
  • Mission-driven company and values-based culture

Selected candidates will complete asynchronous assessments as well as interviews with different members of our team.

In summary...

You can do it in an office

You can do it from home

We really don’t care

As long as it’s known 👇

What matters is this…

When the chips are down

And your back is against the wall

Can we count on you to make the right call?

Judgment, intuition, or care by another name

We call it “Owning The Outcome” - because it really is the whole game

Have the customers back, and they will treat you the same

If you can do that

Then we’re birds of the same feather

So come join our team and we’ll make music together.

Working at LeadSimple

LeadSimple is a B2B vertical SaaS company selling to SMB’s in the residential property management industry. Bootstrapped and profitable, we hit a new level of product market fit in 2022 resulting in +85% YOY growth. We’re small (30+ people), fully remote, kinda nerdy and really love SMB problems, real estate and punching above our weight class. If this sounds like your vibe - give us a shout!

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