About us 🏠

Labhouse is a young and fast-growing startup focused on developing and publishing AI & Productivity Apps, using the latest Mobile & AI technologies. Based in Barcelona, Labhouse was founded by serial track-record entrepreneurs.

Our ambition is to build the future of Mobile Business Apps! We are looking for a Customer Support Specialist who will play a key role in ensuring a top-tier experience for our users 🚀

The Role 💼

As a Customer Support Specialist, you will be responsible for handling user inquiries, complaints, and feedback for our apps in real time. You will work closely with our QA and Engineering teams to report bugs, ensure timely resolutions, and contribute to enhancing the user experience.

This is a hands-on role where you will directly interact with users, providing efficient and empathetic support while identifying opportunities for process improvements.

This position is remote and based in LATAM, supporting users primarily in the US market. Therefore, a high level of English (C1) is essential.

What we are looking for

Experience:
- Previous experience in customer support within SaaS or Mobile App companies is a plus.
- Experience handling high volumes of tickets (e.g., resolving dozens of tickets per day).
- Experience with Intercom (mandatory).
Skills:
- Strong communication skills to interact effectively with users across multiple channels (email, chat, app stores, etc.).
- Ability to manage and prioritize tasks efficiently, ensuring timely responses.
- Analytical mindset to identify common user issues and escalate trends.
- Excellent problem-solving abilities, especially in challenging user situations.
Market knowledge:
- Experience supporting the US market is essential.
Language proficiency:
- Fluent in English (C1 level) (both written and spoken). Additional languages are a plus.
Mindset:
- Proactive and self-motivated, with a passion for delivering excellent customer experiences.
- Detail-oriented and organized, ensuring accuracy in communication and issue tracking.

Responsibilities

Provide real-time support to users via email, chat, and other channels.
Manage and organize tickets efficiently, ensuring fast and accurate resolutions.
Collaborate with the QA and Engineering teams to report bugs and track issue resolutions.
Follow up with users to confirm issue resolutions and maintain a high level of satisfaction.
Identify common user issues and escalate trends for potential product improvements.
Contribute to improving internal processes and documentation to enhance support efficiency.

What we offer

💻 100% Remote work.
⏰ Flexible working hours aligned with the US time zones.
💵 Monthly salary: USD 1,000 – 1,300 (depending on experience).
🚀 Work in a dynamic, fast-paced startup environment.
🌱 Opportunities for professional growth in a global product company.

The Process

Initial Interview: Meet with our Talent Acquisition Lead to discuss your experience and fit for the role.
Scenario Assessment: Solve a practical case to demonstrate your problem-solving and communication skills.
Final Interview: Meet with our leadership team to align on vision and expectations.
Offer: Join us and help us provide outstanding support to our users!