📍 Job Overview

Job Title: Customer Support Agent (Chat & Email) - 3 Month Contract
Company: Palta (Simple / Zing / Lovi)
Location: Latin America (Remote)
Job Type: Contract
Category: Customer Support
Date Posted: 2025-07-28
Experience Level: Entry Level (0-2 years)
Remote Status: Remote (Latin America)

🚀 Role Summary

Key Responsibilities: Provide exceptional customer support via chat and email, addressing billing, account, and general product inquiries while maintaining high customer satisfaction scores.
Key Skills: Strong written communication, empathy, problem-solving, time management, and experience in a fast-paced B2C environment.

📝 Enhancement Note: This role focuses on delivering empathetic, fast, and thoughtful responses to users, making it an excellent fit for individuals with strong communication skills and a passion for helping others.

💻 Primary Responsibilities

Respond to User Inquiries: Handle user inquiries via chat and email, offering timely, friendly, and professional support.
Address Billing & Account Questions: Resolve billing, account, and general product questions within the Service Level Agreement (SLA).
Maintain High CSAT Scores: Ensure high customer satisfaction (CSAT) scores and positive user interactions.
Identify & Escalate Complex Issues: Recognize and escalate recurring or complex issues to internal teams.
Improve Tools & Processes: Share insights with the team to help improve tools, processes, and support content.
Attend Team Meetings & Training: Participate in team meetings, training, and feedback sessions.

📝 Enhancement Note: This role requires strong written communication skills and the ability to thrive in a dynamic, evolving environment.

🎓 Skills & Qualifications

Education: Bachelor's degree or relevant experience in customer service, communications, or a related field.

Experience: 1+ years of experience in customer service as a phone support agent in a fast-paced B2C environment.

Required Skills:

Strong written communication skills
Empathy-driven problem-solver
Comfortable using tools like Intercom, Jira, or similar platforms
Strong time management skills
C1+ level of English

Preferred Skills:

Experience with AI-powered health coaching apps
Familiarity with the Simple app and its features
Knowledge of customer support best practices in the health and wellness industry

📝 Enhancement Note: While not required, experience with AI-powered health coaching apps and familiarity with the Simple app would be beneficial in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Customer Service Experience: Highlight your customer service experience, focusing on your ability to handle various inquiries and resolve issues efficiently.
Written Communication Samples: Provide examples of your written communication skills, demonstrating your ability to be clear, warm, and effective in responding to customer concerns.
Problem-Solving Scenarios: Share examples of how you've successfully solved complex customer issues, showcasing your problem-solving skills and empathy.

Technical Documentation:

Customer Service Processes: Document your understanding of customer service processes, including ticket management, escalation procedures, and customer satisfaction measurement.
Tool Proficiency: Demonstrate your proficiency with customer service tools, such as Intercom or Jira, by providing examples of how you've used them to improve customer support.

📝 Enhancement Note: As this role focuses on customer support, a portfolio showcasing your customer service skills and experiences will be most relevant.

💵 Compensation & Benefits

Salary Range: £18,000 - £22,000 per annum (pro-rated for the 3-month contract)

Benefits:

Contract Duration: 3-month contract with the possibility of extension.
Training & Development: Opportunities for professional growth and development within the customer support team.
Dynamic Work Environment: A fast-paced, evolving environment that encourages initiative and adaptability.

Working Hours: Full-time, with a flexible schedule that may include evenings and weekends to accommodate user time zones.

📝 Enhancement Note: While the salary range is provided, it is essential to research regional salary standards and cost of living for a more accurate assessment of the compensation package.

🎯 Team & Company Context

Industry: Health & Wellness, AI-powered health coaching apps

Company Size: Medium (250-999 employees)

Founded: 2014

Team Structure:

Customer Support Team: A dedicated team responsible for handling user inquiries and ensuring customer satisfaction.
Cross-Functional Collaboration: Work closely with other teams, such as Product and Engineering, to improve the user experience and resolve technical issues.

Development Methodology:

Agile/Scrum Methodologies: Utilize Agile/Scrum methodologies for sprint planning and continuous improvement.
Customer-Centric Approach: Focus on understanding user needs and providing exceptional customer support.
Regular Feedback & Training: Participate in regular feedback sessions and training to improve customer support skills and processes.

Company Website: simple.life

📝 Enhancement Note: As a medium-sized company in the health and wellness industry, Palta offers a dynamic work environment with opportunities for growth and development.

📈 Career & Growth Analysis

Customer Support Agent Career Level: Entry-level role focusing on delivering exceptional customer support via chat and email, with opportunities for growth and development within the customer support team.

Reporting Structure: Reports directly to the Customer Support Team Lead, with the opportunity to collaborate with other teams, such as Product and Engineering.

Technical Impact: Directly impact user satisfaction and the overall user experience by providing timely, effective, and empathetic customer support.

Growth Opportunities:

Promotion to Senior Customer Support Agent: Demonstrate exceptional performance and a strong commitment to customer support best practices.
Transition to Other Customer Support Roles: Explore opportunities within the customer support team, such as specialized roles or team leadership positions.

📝 Enhancement Note: While this role is a 3-month contract, there may be opportunities for extension or growth within the customer support team for exceptional candidates.

🌐 Work Environment

Office Type: Remote (Latin America)

Office Location(s): Latin America (users may be located worldwide)

Workspace Context:

Remote Work Environment: Work remotely, with the flexibility to manage your time and workspace as needed.
Cross-Functional Collaboration: Collaborate with various teams, such as Product and Engineering, to improve the user experience and resolve technical issues.
Dynamic Work Environment: A fast-paced, evolving environment that encourages initiative and adaptability.

Work Schedule: Full-time, with a flexible schedule that may include evenings and weekends to accommodate user time zones.

📝 Enhancement Note: As a remote work environment, candidates should be comfortable working independently and managing their time effectively.

📄 Application & Technical Interview Process

Interview Process:

CV & Written Q&A Review: Evaluate your experience and communication style.
Team Lead Interview: A chat with a member of the customer support leadership team.
Final Interview: A conversation with the Head of Customer L1 Support.

Portfolio Review Tips:

Highlight Customer Service Experience: Focus on your customer service experience, showcasing your ability to handle various inquiries and resolve issues efficiently.
Demonstrate Written Communication Skills: Provide examples of your written communication skills, demonstrating your ability to be clear, warm, and effective in responding to customer concerns.
Share Problem-Solving Scenarios: Share examples of how you've successfully solved complex customer issues, showcasing your problem-solving skills and empathy.

Technical Challenge Preparation:

Customer Service Scenarios: Practice handling customer service scenarios, focusing on your ability to provide empathetic, effective, and timely support.
Tool Proficiency: Familiarize yourself with customer service tools, such as Intercom or Jira, and be prepared to demonstrate your proficiency with them.

ATS Keywords:

Customer Service
Written Communication
Empathy
Problem Solving
Time Management
B2C Experience
Intercom
Jira
Customer Support
Health & Wellness
AI-powered health coaching apps

📝 Enhancement Note: As a customer support role, the interview process will focus on your communication skills, problem-solving abilities, and customer service experience.

🛠 Technology Stack & Customer Support Infrastructure

Customer Service Tools:

Intercom: Utilize Intercom for handling user inquiries via chat and email, as well as tracking customer support tickets.
Jira: Use Jira for issue tracking, project management, and collaboration with other teams, such as Product and Engineering.

📝 Enhancement Note: Familiarity with customer service tools, such as Intercom and Jira, is essential for this role.

👥 Team Culture & Values

Customer Support Values:

Empathy: Put yourself in the user's shoes to understand their needs and provide effective support.
Effectiveness: Strive to resolve user inquiries efficiently and accurately, minimizing user effort.
Continuous Improvement: Regularly seek feedback and identify opportunities to improve customer support processes and tools.
Collaboration: Work closely with other teams, such as Product and Engineering, to improve the user experience and resolve technical issues.

Collaboration Style:

Cross-Functional Collaboration: Collaborate with various teams to improve the user experience and resolve technical issues.
Regular Feedback & Training: Participate in regular feedback sessions and training to improve customer support skills and processes.
Dynamic Work Environment: A fast-paced, evolving environment that encourages initiative and adaptability.

📝 Enhancement Note: As a customer support role, a strong focus on empathy, effectiveness, and continuous improvement is essential for success.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Handling Complex User Inquiries: Develop your ability to handle complex user inquiries and escalate them to the appropriate internal teams when necessary.
Managing High Volumes: Learn to manage high volumes of user inquiries efficiently, maintaining high customer satisfaction scores.
Adapting to Change: Embrace a dynamic, evolving work environment and adapt to changes in customer support processes and tools.

Learning & Development Opportunities:

Customer Support Training: Participate in customer support training to improve your skills and knowledge in delivering exceptional customer support.
Cross-Functional Collaboration: Collaborate with various teams to gain insights into other aspects of the business and identify opportunities for growth and development.
Customer Support Best Practices: Stay up-to-date with customer support best practices in the health and wellness industry and incorporate them into your work.

📝 Enhancement Note: While this role is a 3-month contract, there may be opportunities for growth and development within the customer support team for exceptional candidates.

💡 Interview Preparation

Technical Questions:

Customer Service Scenarios: Prepare for customer service scenarios that assess your ability to provide empathetic, effective, and timely support.
Tool Proficiency: Familiarize yourself with customer service tools, such as Intercom or Jira, and be prepared to demonstrate your proficiency with them.
Problem-Solving Skills: Be prepared to discuss your problem-solving skills and provide examples of how you've successfully resolved complex customer issues.

Company & Culture Questions:

Customer Support Values: Demonstrate your understanding of customer support values, such as empathy, effectiveness, and continuous improvement.
Cross-Functional Collaboration: Show your ability to work closely with other teams, such as Product and Engineering, to improve the user experience and resolve technical issues.
Dynamic Work Environment: Explain how you thrive in a fast-paced, evolving work environment and adapt to changes in customer support processes and tools.

Portfolio Presentation Strategy:

Highlight Customer Service Experience: Focus on your customer service experience, showcasing your ability to handle various inquiries and resolve issues efficiently.
Demonstrate Written Communication Skills: Provide examples of your written communication skills, demonstrating your ability to be clear, warm, and effective in responding to customer concerns.
Share Problem-Solving Scenarios: Share examples of how you've successfully solved complex customer issues, showcasing your problem-solving skills and empathy.

📝 Enhancement Note: As a customer support role, the interview process will focus on your communication skills, problem-solving abilities, and customer service experience.

📌 Application Steps

To apply for this Customer Support Agent (Chat & Email) - 3 Month Contract position:

Submit Your Application: Click on the application link and submit your resume and a brief cover letter.
Tailor Your Portfolio: Highlight your customer service experience, focusing on your ability to handle various inquiries and resolve issues efficiently. Include examples of your written communication skills and problem-solving scenarios.
Prepare for the Interview: Familiarize yourself with customer service tools, such as Intercom or Jira, and practice handling customer service scenarios. Research the company and its customer support values to demonstrate your understanding and commitment to exceptional customer support.
Showcase Your Enthusiasm: Express your enthusiasm for the role and your commitment to delivering exceptional customer support in your cover letter and interview responses.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Agent (Chat & Email) -3 month contract