Technical Customer Support Representative (Remote, LATAM)

LearnWorlds Customer Support Role

ATTN : This is not your typical support center job!

At LearnWorlds, our Customer Support team is the front line of product intelligence and customer trust. We don't just answer questions we diagnose, solve, and elevate every interaction into a meaningful experience.

We're looking for naturally curious problem-solvers who thrive on making complex ideas simple, who enjoy collaborating with a team, and who get satisfaction from digging into a product, learning it deeply, and helping others succeed with it.

This is an entry-level position, ideal for someone who may not have formal tech experience but shows signs of critical thinking, intellectual curiosity, and the ability to communicate clearly under pressure. You'll work in English across email, chat, phone, and live Q&A during webinars, helping customers across the globe build online training academies, publish courses, and deliver exceptional learning experiences.

This role operates on pre-set shifts, not traditional 9-to-5 hours. That means you'll have predictability, while also enjoying flexibility for personal projects or other commitments during your off-hours.

You'll be supported with mentorship, on-the-job training, and a culture that encourages feedback, fast learning, and experimentation. The role is both analytical and creative think of it as part detective, part teacher, and part product guru.

A day in our Customer Support Squad

It's 6am and today you have the early morning shift - too early but you've got this. You set yourself up with a cup of coffee and your day begins by going online on our CRM. It's a slow start to the day luckily - most of the world is still asleep - and that gives you a chance to slowly dive into work.

You check out our support related slack channels and see if there are any ongoing issues from last night that you need to know about. Since you are on slack, why not say good morning to everyone? Then you start going through all open discussions with our clients that have been assigned to you. A second cup of coffee might be required before you start sending your responses.

At 9am, all of the team is on the daily support standup. You have come across a couple of cases that need to be more thoroughly investigated and you ask the team for advice on how to handle them. Problem solved, moving forward.

Back to work and you have some spare time to identify something that needs to be updated in one of our support resources articles. LearnWorlds product keeps evolving with new features being added every week. Interesting stuff - it never gets boring around here.

Your open cases are piling up, work is picking up but you have everything under control. You have sent a first answer to everyone acknowledging their question straight away and you are helping them understand how our product works. You get a lot of thank yous and 5-star ratings!

There is only one client that is facing a more technical issue. You investigate and decide you need to pass this through to our 2nd layer support team and get back to them as soon as you have an answer. Oh, and one of the clients seems to have discovered a bug that you send straight to our Software Engineering team.

People on our food slack channel are posting some yummy recipes and that reminds you : Time for a well-deserved break for a snack or early lunch.

It's a Worlds of Learning webinar day today and we have more than 1.500 people joining! Great, you are good to go, and you start answering any questions they post on Q&A while the webinar is taking place. Webinars are always super useful to us because we get a lot of feedback on our product and we also get a lot of new feature requests. You keep notes and you pass them to our Product Management team. Any sales leads you share with our Sales Development team.

One more meeting to go before your shift ends. Our monthly support meeting is today and you get to find out everything about how the team is doing. Metrics and data are valuable, you all decide together on future targets and you are off.

It's now 2pm. Time's up. You can close everything down and enjoy the rest of your day. Job done and well done!

Key responsibilities

• Become an expert on the LearnWorlds platform understand its logic, its workflows, and how to adapt it to work for many different types of users
• Provide friendly, thoughtful, and highly effective support across email, chat, phone, and live webinar Q&As
• Diagnose problems through structured thinking and product knowledge, developing autonomy to only escalate when needed
• Translate complex platform behaviors into plain language that customers understand even if they're not tech-savvy
• Collaborate with teammates to share insights, solve problems, and flag issues
• Work closely with our QA, Sales, Product Management, CSM, Training, and Software Development teams
• Occasionally lead 1 : 1 support demos to guide users through specific setups or workflows