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About the role
Remote Costa Rica 2 openings (morning & afternoon) ~30 hrs/week Full employment via Employer of Record About the company We build the point-of-sale software that independent US tire and auto-repair shops run their businesses on. We're a 41-year-old, ~20-person company small enough that the Support Manager knows every customer segment and the President still does his own test calls. Our customers are repeat callers with names, not ticket numbers. This isn't call-center work. You won't read scripts at a 500-person BPO. You'll be the first voice and first reply on a small, senior support team and the best agents here become genuinely technical over time. The role When a shop calls, there's often a customer standing at their counter right then. Your job is to make that shop feel taken care of fast, warm, competent. You'll own first-line support: password resets, "how do I" questions, guided integration setup, and first-pass troubleshooting, escalating cleanly to Tier 2 when a case runs deeper. What you'll do Own first-line support by email (~50%), phone (~40%), and screen-share (~10%) no live chat queueGuide customers through features and best practices so they work confidentlyHandle account and setup tasks: credentials, configuration, supported third-party integrationsDiagnose and resolve common POS, configuration, and workflow issues; escalate complex cases with clear, complete notesWatch status boards during your shift; flag server or service issues immediatelyDocument every interaction accurately in the ticketing systemSupport customers in Spanish when it helps a growing share of US shop staff prefer it, and your bilingual skill directly wins us businessThe two shifts (MonFri, US Eastern) The two shifts (MonFri, US Eastern) Position A Morning: 7:30 AM 1:30 PM ET, which is roughly 5:3011:30 AM Costa Rica time in US summer and 6:30 AM12:30 PM in US winter.Position B Afternoon: 1:00 PM 7:00 PM ET, roughly 11:00 AM5:00 PM Costa Rica time in US summer and 12:006:00 PM in US winter.Both are 6 hours/day, ~30 hours/week. Costa Rica doesn't observe US daylight saving, so your local start time shifts by one hour twice a year. Please state which shift you're applying for and be honest with yourself about Position A: a 5:30 AM local start in US summer is genuinely for early risers. What we're looking for Fluent English and Spanish, spoken and written natural and confident on the phone with US customers all day12+ years in customer service or support (SaaS/technical support a plus, not a requirement)Technical curiosity you enjoy learning software deeply and figuring out why something brokePatience and warmth under pressure our callers are sometimes stressed; you never are (audibly)Strong writing half this job is email, and your notes are what Tier 2 works fromA quiet dedicated workspace, stable high-speed internet, reliable attendanceBonus: POS/retail/automotive exposure, US-account support, screen-share experience Employment & benefits Full, compliant employment (not a contractor arrangement) through our Employer of Record partner in Costa RicaMandatory aguinaldo (13th-month bonus) each December, full CCSS enrollment (public health + pension), paid vacation, paid Costa Rican public holidays, statutory sick leave100% remote Remote Costa Rica 2 openings (morning & afternoon) ~30 hrs/week Full employment via Employer of Record About the company We build the point-of-sale software that independent US tire and auto-repair shops run their businesses on. We're a 41-year-old, ~20-person company small enough that the Support Manager knows every customer segment and the President still does his own test calls. Our customers are repeat callers with names, not ticket numbers. This isn't call-center work. You won't read scripts at a 500-person BPO. You'll be the first voice and first reply on a small, senior support team and the best agents here become genuinely technical over time. The role When a shop calls, there's often a customer standing at their counter right then. Your job is to make that shop feel taken care of fast, warm, competent. You'll own first-line support: password resets, "how do I" questions, guided integration setup, and first-pass troubleshooting, escalating cleanly to Tier 2 when a case runs deeper. What you'll do Own first-line support by email (~50%), phone (~40%), and screen-share (~10%) no live chat queueGuide customers through features and best practices so they work confidentlyHandle account and setup tasks: credentials, configuration, supported third-party integrationsDiagnose and resolve common POS, configuration, and workflow issues; escalate complex cases with clear, complete notesWatch status boards during your shift; flag server or service issues immediatelyDocument every interaction accurately in the ticketing systemSupport customers in Spanish when it helps a growing share of US shop staff prefer