POWR is looking for a result-driven Customer Support Agent based in LATAM to support our growing user base. This role plays a key part in handling email and messaging Zendesk tickets, reducing response times, and supporting our revenue and retention goals. You will work closely with senior agents to ensure users receive fast, accurate, and empathetic support.

What You'll Do

Provide exceptional assistance to incoming email and messaging tickets in Zendesk according to our SLAs and KPIs
Troubleshoot technical and product-related issues across multiple platforms, including Wix and Shopify
Follow internal playbooks, macros, and workflows to resolve issues efficiently
Escalate complex cases with clear context and proper investigation
Proactively follow up on open high-priority tickets to reduce user waiting time
Maintain a high standard of communication and investigation quality
End interactions when appropriate with a review request, upsell, or cross-sell, aligned with user needs

What We're Looking For

Based in LATAM and able to work 9am – 5pm EST
Fluent written and spoken English
3+ years of experience in SaaS customer support
Strong problem-solving, communication, and analytical skills
Ability to investigate and explain technical concepts in simple, user-friendly language
A strong work ethic and understanding of the bigger picture in every decision and support interaction