{"id":2504564,"url":"https://alion.io/job/owner-customer-support-representative-colombia-november-3rd","title":"Customer Support Representative (Colombia) - November 3rd","company":{"id":171882,"name":"Owner","domain":"owner.com","url":"https://alion.io/company/owner-2","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":80,"open_postings":43,"ghost_share":0.326,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":46,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"PST","utc_offset_min":-8,"utc_offset_max":-8},"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":20000,"max":null,"currency":"USD","period":"month","gross":null,"usd_annual":240000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HubSpot","optional":false},{"name":"Intercom","optional":false},{"name":"Salesforce","optional":false},{"name":"Shopify","optional":false},{"name":"Slack","optional":false},{"name":"Stripe","optional":false}],"status":"live","first_seen_at":"2026-08-12T20:13:19Z","employer_posted_date":"2026-08-12","last_verified_at":"2026-10-19T03:14:17Z","board_verified":true,"closed_at":null,"days_open":67,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":66},"description":"About Owner\nOwner is the AI-native system local business owners use to succeed, starting with restaurants.\nWe’re building the system that replaces the many tools owners use to run their business.\nIt powers everything from the restaurant’s website, online ordering, CRM, POS, and more.\nProduct philosophy\nMost small business software makes owners do the work to get what they want: sales growth and profit growth. Owner does the work for them agentically.\nOur system drives demand, converts it, and helps operators run their business day to day. As it improves, the business improves with it.\nUsing Owner should feel like having a team of great operators, engineers, and marketers working for you.\nOur vision\nWe’re starting by helping independent restaurants succeed online.\nBut it’s not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive.\nOnce we nail the solution for restaurants - we’ll scale it into every other local business type.\nIn the future we envision, tens of millions of local business owners will use our technology to succeed in the digital age.\nOur traction\nSince 2020, we've generated tens of millions in revenue and processed over a billion dollars of online orders. 1 in 5 Americans have used an Owner.com website.\nMore importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 million in fees.\nOur team\nOur team is now in the low hundreds. We’ve got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe.\nWe’ll be scaling even faster in 2026 to keep pace with our customer growth.\nWhere we work\nOwner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location!\nWhy we're looking for you\nAs a Customer Support Representative, you are often the first human connection a restaurant owner or guest has with Owner. You set the tone in moments that matter. By listening deeply, communicating clearly, and taking ownership through resolution, you help customers feel confident that Owner has their back. You bring a hospitality-driven, empathetic tone to every interaction-especially when customers are stressed, frustrated, or unsure-so they feel respected, supported, and cared for.\nThis role is about more than answering questions. It’s about earning trust, solving the right problem (not just the fastest one), and doing the work with care. You’ll partner closely with customers to understand what’s really happening, take thoughtful action, and follow through so issues are resolved end-to-end.\nWe’re looking for someone who is fluent in both Spanish and English and can deliver calm, empathetic, and precise support in both languages. You know how to meet people where they are, adapt your communication style, and bring clarity to stressful situations.\nOwner moves fast and holds a high bar. This is a performance-driven environment where quality, accountability, and judgment matter deeply. You’ll manage a high volume of calls, and some texts and emails multi-tasking effectively, staying organized across multiple workstreams, and maintaining accuracy, professionalism, and a customer-first mindset throughout. You’ll be trusted with complex situations and expected to make decisions that balance immediate customer needs with durable, long-term solutions.\nThis role is a strong fit for experienced support professionals who enjoy staying close to customers, take pride in doing things the right way, and want to contribute to a team that is reliable, thoughtful, and collaborative.\nThis is a full-time role, with shifts that vary between 7:00 AM - 4:00 PM or 11:00 AM - 8:00 PM PST. Our Customer Support team provides 24/7, 365-day support to restaurant owners and their guests, so open weekend availability and flexibility to work both morning and evening shifts are required.\nThe impact you will have\nConsistently deliver a hospitality-driven, empathetic call and message tone that reflects Owner’s standards for care, professionalism, and respect, even in high-pressure or emotionally charged situations\n\nDeliver timely, accurate, and empathetic support across a high volume of inbound phone calls, as well as some chats and emails from restaurant owners and their guests\n\nEffectively manage multiple concurrent conversations and tasks, maintaining strong organization, prioritization, and follow-through across all workstreams\n\nTake ownership of complex or high-priority issues, using structured problem-solving, sound judgment, and clear communication to drive resolution\n\nConsistently meet or exceed a 90%+ customer satisfaction score while maintaining quality and accuracy\n\nDocument customer interactions clearly and thoroughly in Salesforce to ensure continuity, visibility, and accountability\n\nCollaborate closely with teammates in Slack to provide consistent, high-quality support and a strong team experience\n\nShare knowledge, feedback, and best practices that raise the bar for the entire support team\n\nIdentify patterns and recurring issues, and surface insights that help improve tools, processes, and documentation for customers and internal teams\n\nMinimum Requirements\n3-5+ years of customer support or customer service experience, ideally in a B2B SaaS, technology, e-commerce, internet, or software-driven environment\n\nProven success in a high-volume, fast-paced support role with clear performance expectations\n\nFluency in Spanish and English (C1/C2), with strong written and verbal communication skills in both languages\n\nExperience handling escalations and complex customer issues with professionalism, empathy, and sound judgment\n\nDemonstrated ability to support teammates through mentoring, training, or serving as a subject-matter expert\n\nExperience working in a CRM environment (Salesforce preferred), and familiarity with telephony systems such as Intercom, TalkDesk, or similar tools\n\nStrong organizational skills with the ability to prioritize effectively, manage multiple active cases simultaneously, and maintain accuracy under pressure\n\nAbility to stay calm, respectful, and solution-oriented in time-sensitive or high-pressure situations\n\nA reliable home workspace with stable, high-speed internet and minimal background noise\n\nBonus if you have\nBackground in hospitality, restaurants, retail, or other high-volume, customer-facing service environments\n\nExperience supporting restaurant owners, small business owners, or hospitality-focused businesses\n\nFamiliarity with support metrics such as CSAT, QA, FCR, and SLAs\n\nExperience working on a remote or distributed team and collaborating across time zones\n\nPay and benefits\nCompensation and benefits\n\nEstimated annual salary: local equivalent of $20,000 USD ($1,666 USD/month)\n\nComprehensive health coverage\n\nRemote work flexibility\n\nWork-from-home stipend\n\nUnlimited paid time off (PTO)\n\nExtra perks and fun benefits\n\nPaid training period (4-6 weeks)\n\nCompany-provided laptop\n\nInterview Process\nRecruiter Screen - 30-minute video call to align on your background, what you're looking for, and answer any early questions.\n\nHiring Manager Screen - 30-minute video interview to go deeper on your experience and how you work.\n\nFull Interview Round - 45-minute mock role play video interview with team leaders to see how you handle real customer interactions. The team lead will play the role of the customer while you act as one of our Customer Support Agents.\n\nFinal Round - 30-minute video conversation with a senior leadership member.\n\nNotice - Employment Scams\nCommunication from our team regarding job opportunities will only be made by an Owner team member with an @owner.com email address.\nWe do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information. If you believe you are being contacted by a scammer, please mark the communication as \"phishing\" or “spam” and do not respond.","description_format":"text","description_chars":8419,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Colombia","iso":null,"kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["POS Systems","Website Builders"],"lifecycle":[{"event":"open","at":"2026-10-14T07:11:05Z"}],"visa":[],"liveness":{"score":28,"band":"fade","label":"Fading","p_open":1,"p_active":0.64,"p_room":0.44,"age_days":65,"expected_fill_days":46,"reasons":["conf:0","velocity","win:tail","crowd:"],"computed_at":"2026-10-17T05:46:00Z"},"pay":{"stated_usd_annual":240000,"is_top_pay":true},"html_url":"https://alion.io/job/owner-customer-support-representative-colombia-november-3rd","json_url":"https://alion.io/job/owner-customer-support-representative-colombia-november-3rd.json","meta":{"generated_at":"2026-10-19T04:27:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2633,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":171882},"rest":"https://alion.io/mcp/rest/get_company?id=171882"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fowner-customer-support-representative-colombia-november-3rd"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fowner-customer-support-representative-colombia-november-3rd"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fowner-customer-support-representative-colombia-november-3rd"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/owner-customer-support-representative-colombia-november-3rd\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fowner-customer-support-representative-colombia-november-3rd"}]}