{"id":2644354,"url":"https://alion.io/job/puzzle-platform-support-specialist-remote-honduras","title":"Platform Support Specialist - Remote Honduras","company":{"id":4418158,"name":"Puzzle","domain":"puzzle.tech","url":"https://alion.io/company/puzzle-6","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["HN"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-09T23:25:15Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-24T03:57:06Z","board_verified":true,"closed_at":null,"days_open":14,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":14},"description":"Location: Remote - Honduras\nEmployment Type: Full-Time\nReports To: Platform Support Lead\nAbout the Role\nWe are looking for a Platform Support Specialist to join our team and support users and creators across a growing digital platform.\nIn this role, you’ll be responsible for helping users resolve account, access, feature, and transaction-related issues quickly and effectively. You’ll also play an important role in identifying recurring problems, improving support resources, and providing actionable feedback to Product, Engineering, QA, and Trust & Safety teams.\nThis is a hands-on individual contributor role for someone who combines strong customer service skills with technical troubleshooting, organization, and sound judgment.\nMission\nHelp users and creators resolve problems quickly and confidently while turning recurring support issues into improvements that create a better overall user experience.\nYour First 12-18 Months\nSuccess in this role will include:\nConsistently meeting agreed response, resolution, and case-quality targets.\n\nReducing aged cases and repeat contacts over time.\n\nMaintaining accurate and useful help-center content for common user issues.\n\nProviding recurring, actionable feedback on user and creator pain points.\n\nHelping establish and improve support processes and procedures.\n\nContributing to a reliable, safe, and responsive experience as the platform grows.\n\nCore Responsibilities\nOwn account, access, feature, and transaction-related inquiries from initial contact through resolution.\n\nTroubleshoot issues across web and mobile platforms.\n\nGather clear reproduction steps, device information, expected behavior, and actual results when investigating technical issues.\n\nEscalate product defects to QA and Engineering with clear, actionable information.\n\nEscalate safety-related concerns to the appropriate Trust & Safety team.\n\nKeep users informed throughout the resolution process.\n\nFollow established support procedures, account-verification processes, and data-protection practices.\n\nMaintain and improve help-center articles, internal documentation, and response guidance.\n\nIdentify recurring issues and communicate trends and opportunities for improvement to the appropriate teams.\n\nHandle sensitive user and account information responsibly.\n\nRequirements & Competencies\n2+ years of experience in customer support, technical support, or platform support for a consumer application or digital product.\n\nStrong written communication skills with an empathetic and customer-focused approach.\n\nExcellent case management and organizational skills.\n\nSound judgment and the ability to remain calm and effective under pressure.\n\nExperience working with ticketing or customer support systems.\n\nExperience troubleshooting web and mobile applications.\n\nFamiliarity with support metrics and service-quality standards.\n\nAbility to work a defined full-time support schedule.\n\nStrong attention to detail when handling sensitive account and customer information.\n\nNice to Have\nExperience supporting creator, social, community, or subscription-based platforms.\n\nExperience supporting payments or transaction-related issues, including Stripe.\n\nExperience with knowledge-base platforms such as Zendesk.\n\nExperience writing or maintaining customer-facing support documentation.\n\nFamiliarity with escalation and incident-management processes.\n\nFirst 90 Days\nDays 1-30:\n Learn the platform’s core user journeys, support tools, verification procedures, policies, and escalation paths.\nDays 31-60:\n Independently manage an assigned support queue while consistently meeting agreed quality and service targets.\nDays 61-90:\n Improve guidance for recurring issues and deliver a prioritized report highlighting key user friction points and opportunities for improvement.\nCollaboration\nYou’ll work closely with the Platform Support Lead and collaborate with QA, Engineering, Product, and Trust & Safety teams.\nThis is an individual contributor role with direct responsibility for user support and case resolution.\nWhy Join?\nJoin a growing product team where your work directly impacts the user experience. You’ll have the opportunity to become a strong advocate for users and creators while helping transform their feedback and recurring issues into meaningful product and process improvements.\nJoin Us and Enjoy These Perks!\nCompetitive Salary: Earn a USD salary that matches your skills and experience.\n\nPaid Time Off: Generous PTO to support your work-life balance and recharge.\n\nHealth Insurance Subsidy: Financial assistance to support your healthcare coverage.\n\nAnnual Salary Reviews: Structured annual evaluations to recognize and reward performance.\n\nPaid Training & Certifications: Continuous support for professional growth and upskilling.\n\nReady to put your puzzle-solving skills to the test? Join our team today!\nLinkedIn: Puzzle\nInstagram: @ puzzle.tech _","description_format":"text","description_chars":4885,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Health insurance"],"hiring_locations":[{"name":"Honduras","iso":"HN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-15T19:39:44Z"}],"visa":[],"liveness":{"score":76,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.841,"p_room":0.9,"age_days":14,"expected_fill_days":25,"reasons":["conf:2","velocity","win:mid","comp:junior"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/puzzle-platform-support-specialist-remote-honduras","json_url":"https://alion.io/job/puzzle-platform-support-specialist-remote-honduras.json","meta":{"generated_at":"2026-10-24T06:49:59Z","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":10104,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"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":4418158},"rest":"https://alion.io/mcp/rest/get_company?id=4418158"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpuzzle-platform-support-specialist-remote-honduras"},{"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%2Fpuzzle-platform-support-specialist-remote-honduras"},{"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%2Fpuzzle-platform-support-specialist-remote-honduras"},{"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/puzzle-platform-support-specialist-remote-honduras\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpuzzle-platform-support-specialist-remote-honduras"}]}