📍 Job Overview

Job Title: Customer Support Specialist - LATAM | Remote
Company: 360dialog GmbH
Location: Brazil (Remote)
Job Type: Contractor
Category: Customer Support & Technical Assistance
Date Posted: 2025-08-01
Experience Level: Mid-level (2-5 years)

🚀 Role Summary

📝 Enhancement Note: This role is ideal for a digital native with a strong technical background and a passion for customer support, seeking to grow in a fast-paced, global environment focused on WhatsApp marketing solutions.
Provide exceptional support to customers across multiple channels, including tickets, chat, email, and online meetings.
Troubleshoot technical issues, particularly with the WhatsApp API, and assist clients and partners in navigating the API ecosystem.
Collaborate with LATAM Sales and Account Management Teams and communicate directly with Meta representatives to resolve challenges and ensure a smooth customer experience.

💻 Primary Responsibilities

📝 Enhancement Note: This role requires a proactive approach to problem-solving, strong communication skills, and the ability to work independently in a remote setting.
Customer Support:
- Handle customer inquiries and troubleshoot issues via tickets, chat, email, and online meetings.
- Maintain a high level of customer satisfaction by providing prompt and effective solutions.
Technical Troubleshooting:
- Debug API-related issues and assist clients and partners in understanding the WhatsApp API ecosystem.
- Liaise with the L2 team to find solutions and escalate complex problems when necessary.
Cross-functional Collaboration:
- Work closely with LATAM Sales and Account Management Teams to address customer needs and optimize WhatsApp usage for marketing and messaging automation.
- Communicate directly with Meta representatives to resolve challenges and maintain a strong relationship with the platform.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Experience: 2+ years of experience in a customer support or technical role, with a strong focus on API troubleshooting and problem-solving.

Required Skills:

Fluency (or C3+) in English
Strong communication skills, both written and verbal
Excellent problem-solving skills and attention to detail
Proficient in debugging applications, checking logs, and testing
Experience working with APIs and navigating API ecosystems
Ability to work independently and manage time effectively in a remote setting

Preferred Skills:

Programming experience
Experience with WhatsApp Business API and/or META Developer Tools
Familiarity with customer support software and ticketing systems
Multilingual skills (a plus)

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: While a portfolio is not explicitly required for this role, demonstrating relevant technical skills and customer support experience through past projects or case studies can strengthen your application.

Customer Support Portfolio: Highlight your experience in customer support, including any challenging issues you've resolved and the positive impact you've made on customer satisfaction.
Technical Portfolio: Showcase your technical skills by including examples of API troubleshooting, debugging, and problem-solving. If you have experience with WhatsApp Business API or META Developer Tools, make sure to emphasize this in your portfolio.

💵 Compensation & Benefits

Salary Range: $25,000 - $35,000 USD per year (Based on market research for mid-level customer support specialists in Brazil with relevant technical experience)

Benefits:

Competitive remuneration package
Opportunity to shape a whole new industry in Performance Messaging Solutions
Daily opportunities to learn, grow, and push the boundaries of what's possible
Full remote flexibility and the ability to work from anywhere in the world

Working Hours: Full-time (40 hours per week) with flexible scheduling to accommodate customer needs and time zones.

🎯 Team & Company Context

🏢 Company Culture

Industry: Performance Messaging Solutions
Company Size: Medium (100-249 employees)
Founded: 2015
Team Structure: Global, remote-first team with a strong focus on collaboration, innovation, and continuous learning.
Development Methodology: Agile/Scrum methodologies with a focus on continuous improvement and customer satisfaction.

📈 Career & Growth Analysis

Customer Support Career Level: Mid-level (2-5 years of experience) with opportunities for growth into senior roles, team leadership, or specialist positions within the company.
Reporting Structure: This role reports directly to the LATAM Customer Support Manager and works closely with other teams, including Sales, Account Management, and Product.
Technical Impact: This role has a direct impact on customer satisfaction, API performance, and the overall success of the company's WhatsApp marketing solutions.

🌐 Work Environment

Office Type: Remote, global team with no physical offices.
Office Location(s): N/A (fully remote)
Workspace Context: A remote work environment requires strong self-management skills, clear communication, and the ability to work independently with minimal supervision.
Work Schedule: Flexible scheduling to accommodate customer needs and time zones, with a focus on maintaining a healthy work-life balance.

📄 Application & Technical Interview Process

Interview Process:

Screening Call (30 minutes): A brief call to discuss your application, experience, and motivation for the role.
Technical Assessment (60 minutes): A hands-on assessment focusing on API troubleshooting, problem-solving, and communication skills.
Final Interview (60 minutes): A conversation with the hiring manager to discuss your fit for the role, team dynamics, and career growth opportunities.

Portfolio Review Tips:

Highlight your experience in customer support and API troubleshooting.
Include any relevant case studies or success stories demonstrating your ability to resolve complex issues and improve customer satisfaction.
Emphasize your communication skills and ability to work effectively in a remote, global team.

Technical Challenge Preparation:

Brush up on your API troubleshooting skills and familiarize yourself with the WhatsApp API ecosystem.
Practice explaining technical concepts clearly and concisely, as communication is a crucial aspect of this role.
Prepare examples of your problem-solving approach and how you've handled challenging customer support situations in the past.

ATS Keywords: Customer Support, Technical Troubleshooting, API, Problem Solving, Attention to Detail, Communication, Collaboration, Digital Native, Initiative, WhatsApp API, Meta Developer Tools, Programming, English Fluency

🛠 Technology Stack & Web Infrastructure

📝 Enhancement Note: While this role is not directly focused on web development or server administration, a strong technical background and familiarity with APIs are essential for success.

API Platforms: WhatsApp API, META Developer Tools
Customer Support Software: Ticketing systems, chat platforms, and other tools used to manage customer inquiries and troubleshoot issues.
Programming Languages: Familiarity with one or more programming languages is a plus, but not a strict requirement for this role.

👥 Team Culture & Values

Customer Support Values:

Empathy and active listening
Strong problem-solving skills and a commitment to finding effective solutions
Clear and concise communication
A customer-centric mindset, always prioritizing the customer's needs and satisfaction

Collaboration Style:

A global, remote-first team with a strong focus on collaboration and communication
Regular team meetings and one-on-ones to ensure everyone is aligned and supported
A culture of continuous learning and improvement, with a strong emphasis on knowledge sharing and mentorship

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting complex API issues and navigating the WhatsApp API ecosystem
Keeping up with the latest developments in WhatsApp marketing solutions and APIs
Adapting to a remote, global work environment and managing time zones effectively

Learning & Development Opportunities:

Gaining experience with WhatsApp marketing solutions and APIs
Developing strong customer support skills and a customer-centric mindset
Expanding your technical skills and knowledge through on-the-job training, workshops, and mentorship opportunities

💡 Interview Preparation

Technical Questions:

API Troubleshooting: Describe a complex API issue you've faced in the past and how you resolved it.
Problem Solving: Walk us through your approach to troubleshooting a challenging customer support issue.
Communication: Explain a technical concept to a non-technical person, demonstrating your ability to communicate effectively.

Company & Culture Questions:

Customer Support: How do you prioritize and manage multiple customer inquiries simultaneously?
Teamwork: Describe your experience working in a remote, global team and how you've adapted to different time zones and cultures.
Growth: What motivates you to learn and grow in your role, and how do you see yourself contributing to the company's success?

Portfolio Presentation Strategy:

Customer Support: Highlight your experience in customer support and the positive impact you've made on customer satisfaction.
Technical Skills: Showcase your API troubleshooting skills and any relevant projects or case studies demonstrating your ability to resolve complex issues.
Communication: Emphasize your strong communication skills and ability to work effectively in a remote, global team.

📌 Application Steps

To apply for this Customer Support Specialist - LATAM | Remote position:

Submit your application through the application link provided.
Customize your resume and portfolio to highlight your relevant customer support experience, API troubleshooting skills, and communication abilities.
Prepare for the technical assessment and interview process by brushing up on your API troubleshooting skills and practicing your problem-solving approach.
Research the company and its WhatsApp marketing solutions to demonstrate your enthusiasm and understanding of the role and its requirements.

⚠️ 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 Specialist - LATAM | Remote