{"id":2607200,"url":"https://alion.io/job/maple-customer-support-representative-latam-remote","title":"Customer Support Representative (LatAm, Remote)","company":{"id":4417873,"name":"Maple","domain":"maple.inc","url":"https://alion.io/company/maple-5","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"D","score":40,"open_postings":14,"ghost_share":1,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-16T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_regions","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["AR","BR","MX","AG","AW","BS","BB","BZ","BM","BO","VG","BQ","KY","CL","CR","CW","DM","DO","EC","SV","FK","GF","GD","GP","GT","GY","HT","HN","JM","MQ","MS","NI","PA","PY","PE","PR","KN","LC","PM","SX"],"hiring_countries_total":45,"salary":{"min":20000,"max":25000,"currency":"USD","period":"year","gross":null,"usd_annual":25000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Salesforce","optional":false},{"name":"Slack","optional":false},{"name":"Voice Agents","optional":false},{"name":"CI/CD","optional":true},{"name":"Intercom","optional":true}],"status":"live","first_seen_at":"2026-02-27T20:44:00Z","employer_posted_date":"2026-02-27","last_verified_at":"2026-10-16T13:28:51Z","board_verified":true,"closed_at":null,"days_open":230,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":230},"description":"Hi I’m Aidan, founder of Maple.\nAt Maple, we’re building AI agents that work for restaurants. These agents answer calls, take orders, book appointments, and handle real customer interactions over natural voice.\nBut 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.\nWe have many customers, strong revenue growth, years of runway, and backing from world-class investors. I’ll share more once we meet.\nWhy This Role Exists\nWhen a business signs with Maple, two things must happen:\nThey must get live quickly.\n\nThey must feel like we have their back.\n\nThis role sits at the intersection of onboarding and support. You will:\nGuide new customers through setup\n\nHandle live support when issues arise\n\nThink quickly when edge cases happen\n\nCommunicate calmly when a restaurant owner has questions\n\nEscalate to engineering clearly and precisely and implement solutions\n\nWe need someone who:\nThinks on their feet\n\nEnjoys talking to business owners\n\nCan gather context fast\n\nIs comfortable with ambiguity\n\nTakes ownership instead of waiting\n\nWhat You’ll Do\nOnboarding\nRun onboarding calls with new customers\n\nTranslate business operations into structured AI configurations\n\nIdentify gaps or unclear workflows and clarify them live\n\nEnsure customers go live quickly and confidently\n\nSupport\nHandle inbound support calls, texts, and emails\n\nTroubleshoot real-time voice agent issues\n\nThink creatively when things don’t follow the script\n\nGather complete context before escalating to engineering\n\nOwn issues end-to-end\n\nSystems + Feedback\nDocument cases clearly in Salesforce\n\nCommunicate tightly in Slack\n\nIdentify recurring friction points\n\nSuggest improvements to tooling, onboarding flow, or documentation\n\nWho You Are\nOwnership mentality\nYou think like an operator. You take initiative, care about outcomes, and feel energized by solving real problems.\nResponsiveness\nYou operate with urgency and reliability. When something needs attention, you step in quickly and keep it moving.\nGrowth-Minded\nYou enjoy learning, improving, and quickly implementing feedback.\nJob Requirements\nFluency in English (C1/C2), with strong written and verbal communication skills in both languages\n\n2-5+ years in customer support, onboarding, or high-touch SaaS roles\n\nExperience handling escalations and complex customer issues with professionalism, empathy, and sound judgment\n\nStrong conversational ability (moderately extroverted, not robotic)\n\nQuick thinker - you don’t default to “let me check on that”\n\nComfortable handling ambiguous or messy situations\n\nAbility to stay calm, respectful, and solution-oriented in time-sensitive or high-pressure situations\n\nAble to gather context when customers provide incomplete information\n\nStrong organizational skills with the ability to prioritize effectively, manage multiple active cases simultaneously, and maintain accuracy under pressure\n\nBonus if you:\nHave worked with SMBs or local businesses\n\nHave experience with Intercom, OpenPhone, Salesforce\n\nHave supported technical products\n\nThrive in early-stage startup environments\n\nHow we work\nWe optimize for leverage. That means great internal tooling, fast CI/CD, and code that scales across many customer types\n\nWe believe in deep ownership. Engineers here talk to users, design features, and ship fast\n\nWe value clarity over process. You’ll spend most of your day building, not waiting on decisions\n\nWe move in person. We’re a tight-knit team that moves fast and solves problems together\n\nWhat we offer\nCompetitive salary + meaningful equity\n\nA real product with real usage and growing revenue\n\nStrong In-person culture, fast feedback loops, and zero bureaucracy\n\nA small team that feels like a founding team\n\nFull health, dental, vision, 401k, life insurance, and unlimited PTO\n\nTools budget, coffee budget, whatever-you-need-to-be-great budget\n\nWant to help reimagine how software works for real-world businesses? 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