Remote Inbound Call Agent at SupportYourApp - LATAM — Columbus
Traveler-Friendly Insight
Schedule Constraints Are the Key Factor Here. This role requires availability Monday–Friday, 9 AM–5 PM Eastern Time (UTC-5/UTC-4). That's a fixed 40-hour workweek window, which significantly limits timezone flexibility. If you're based in Medellín (UTC-5), Mexico City (UTC-6), or San José, Costa Rica (UTC-6), you'd be working roughly 8–4 AM or 9–5 PM local time — very manageable. From Southeast Asia or Europe, however, this shift would be deeply inconvenient or impractical.
Best-fit nomad bases for this role:
- Medellín, Colombia — ET-aligned timezone, low cost of living (~$1,000–$1,500/mo for a comfortable lifestyle), strong coworking scene. An excellent fit.
- San José, Costa Rica — Similar timezone alignment, stable infrastructure, digital nomad visa available ("Rentista" or digital nomad visa). Living costs ~$1,500–$2,000/mo.
- Mexico City, Mexico — Only 1 hour behind ET, vibrant nomad community, costs ~$1,200–$1,800/mo. Temporary resident permits available.
Visa Note: Colombia, Mexico, Costa Rica, Uruguay, and Jamaica all offer tourist visa-free stays of 90–180 days for many nationalities. Colombia also has a digital nomad visa. Since compensation is in USD, your purchasing power in LATAM countries will be strong.
Important: This is a voice/phone role — you'll need a quiet, stable workspace with good internet. Coworking spaces with private booths are essential if you're not in a fixed accommodation.
Who are we?
SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world's leading SaaS, software, or hardware solutions?
Join our community as an Inbound Call Agent today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach.
What You Will Do:
- Handle customer inquiries via phone calls regarding account identification, subscription cancellations, and refund requests;
- Gather the necessary customer information and forward requests to the appropriate internal team for processing;
- Communicate with customers in a calm, professional, and empathetic manner, especially when dealing with frustrated customers;
- De-escalate challenging situations by addressing customer concerns professionally and helping maintain a positive customer experience;
- Follow established procedures to ensure requests are handled accurately and efficiently;
- Proactively follow up on outstanding requests and ensure all necessary information is provided;
- Independently locate relevant information to assist customers and handle inquiries effectively.
What you need to succeed in this role:
- Excellent written and spoken English at a native or near-native level (C2);
- Clear, neutral speech and excellent verbal communication skills;
- Previous experience in customer support;
- Previous experience handling inbound customer calls;
- Experience in de-escalating difficult customer interactions and managing frustrated customers professionally;
- Ability to remain calm, empathetic, and solution-oriented in challenging situations;
- Proactive and responsible attitude;
- Ability to follow established procedures and work independently.
Benefits and Perks:
- Fixed schedule: Monday–Friday, 9 AM–5 PM (Eastern Time);
- Opportunity to cooperate fully remotely;
- Inclusive international environment;
- Compensation in USD;
- Rewards for referring friends;
- Balance between project workload and personal time, plus an internal health policy;
- Responsive leadership interested in your development and long-lasting cooperation;
- Greenhouse conditions for self-development;
- A culture built on trust, with no time-tracking requirements.
*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.
You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.
So if you're a proactive Support Agent who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us!
Over 1,300+ specialists already deliver exceptional customer experiences collaborating with SupportYourApp.
Know someone perfect for the role? Refer them and get rewarded!
We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.
Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.
Internal code: 4CX
Frequently Asked Questions
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