Customer Support Representative (LatAm, Remote) at Maple Finance

Hi 👋 I’m Aidan, founder of Maple. At 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. But 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. We have many customers, strong revenue growth, years of runway, and backing from world-class investors . I’ll share more once we meet. Why This Role Exists When a business signs with Maple, two things must happen: They must get live quickly. They must feel like we have their back. This role sits at the intersection of onboarding and support. You will: Guide new customers through setup Handle live support when issues arise Think quickly when edge cases happen Communicate calmly when a restaurant owner has questions Escalate to engineering clearly and precisely and implement solutions We need someone who: Thinks on their feet Enjoys talking to business owners Can gather context fast Is comfortable with ambiguity Takes ownership instead of waiting What You’ll Do Onboarding Run onboarding calls with new customers Translate business operations into structured AI configurations Identify gaps or unclear workflows and clarify them live Ensure customers go live quickly and confidently Support Handle inbound support calls, texts, and emails Troubleshoot real-time voice agent issues Think creatively when things don’t follow the script Gather complete context before escalating to engineering Own issues end-to-end Systems + Feedback Document cases clearly in Salesforce Communicate tightly in Slack Identify recurring friction points Suggest improvements to tooling, onboarding flow, or documentation Who You Are Ownership mentality You think like an operator. You take initiative, care about outcomes, and feel energized by solving real problems. Responsiveness You operate with urgency and reliability. When something needs attention, you step in quickly and keep it moving. Growth-Minded You enjoy learning, improving, and quickly implementing feedback. Job Requirements Fluency in English (C1/C2), with strong written and verbal communication skills in both languages 2–5+ years in customer support, onboarding, or high-touch SaaS roles Experience handling escalations and complex customer issues with professionalism, empathy, and sound judgment Strong conversational ability (moderately extroverted, not robotic) Quick thinker — you don’t default to “let me check on that” Comfortable handling ambiguous or messy situations Ability to stay calm, respectful, and solution-oriented in time-sensitive or high-pressure situations Able to gather context when customers provide incomplete information Strong organizational skills with the ability to prioritize effectively, manage multiple a