Customer Support Representative (LatAm, Remote)

Aidan's Mission At Maple

At Maple, we're building AI agents that work for local businesses: restaurants, salons, repair shops, and everything in between. These agents answer calls, take orders, book appointments, and handle real customer interactions over natural voice. But our bigger mission goes deeper: we're building automated ontologies that model how businesses actually operate their services, workflows, constraints, and language so our agents can adapt to them instantly. We meet businesses where they are, not where software wants them to be. We have many customers, strong revenue growth, years of runway, and backing from world-class investors. I'll share more once we meet.

Why This Role Exists

When a business signs with Maple, two things must happen: They must get live quickly. They must feel like we have their back. This role sits at the intersection of onboarding and support. You will: guide new customers through setup; handle live support when issues arise; think quickly when edge cases happen; communicate calmly when a restaurant owner has questions; escalate to engineering clearly and precisely and implement solutions. We need someone who: thinks on their feet; enjoys talking to business owners; can gather context fast; is comfortable with ambiguity; takes ownership instead of waiting.

What You'll Do

Onboarding: run onboarding calls with new customers; translate business operations into structured AI configurations; identify gaps or unclear workflows and clarify them live; ensure customers go live quickly and confidently. Support: handle inbound support calls, texts, and emails; troubleshoot real-time voice agent issues; think creatively when things don't follow the script; gather complete context before escalating to engineering; own issues end-to-end. Systems + Feedback: document cases clearly in Salesforce; communicate tightly in Slack; identify recurring friction points; suggest improvements to tooling, onboarding flow, or documentation.

Who You Are

Ownership mentality: you think like an operator. You take initiative, care about outcomes, and feel energized by solving real problems. Responsiveness: you operate with urgency and reliability. When something needs attention, you step in quickly and keep it moving. Growth-Minded: you enjoy learning, improving, and quickly implementing feedback.

Job Requirements

• Fluency in English (C1/C2), with strong written and verbal communication skills in both languages
• 25+ years in customer support, onboarding, or high-touch SaaS roles
• Experience handling escalations and complex customer issues with professionalism, empathy, and sound judgment
• Strong conversational ability (moderately extroverted, not robotic)
• Quick thinker you don't default to "let me check on that"
• Comfortable handling ambiguous or messy situations
• Ability to stay calm, respectful, and solution-oriented in time-sensitive or high-pressure situations
• Able to gather context when customers provide incomplete information
• Strong organizational skills with the ability to prioritize effectively, manage multiple active cases simultaneously, and maintain accuracy under pressure

Bonus If You:

• Have worked with SMBs or local businesses
• Have experience with Intercom, OpenPhone, Salesforce
• Have supported technical products
• Thrive in early-stage startup environments

How We Work

• We optimize for leverage. That means great internal tooling, fast CI/CD, and code that scales across many customer types
• We believe in deep ownership. Engineers here talk to users, design features, and ship fast
• We value clarity over process. You'll spend most of your day building, not waiting on decisions
• We move in person. We're a tight-knit team that moves fast and solves problems together

What We Offer

• Competitive salary + meaningful equity
• A real product with real usage and growing revenue
• Strong in-person culture, fast feedback loops, and zero bureaucracy
• A small team that feels like a founding team
• Full health, dental, vision, 401k, life insurance, and unlimited PTO
• Tools budget, coffee budget, whatever-you-need-to-be-great budget

Want to help reimagine how software works for real-world businesses? Let's talk.