Client Support Specialist (Latin America) (Xico)

Client Support Specialist (Latin America)

At Ninety, we help people build extraordinarily productive, humane, and resilient organizations.

Shifts: Monday–Friday, 9:00a.m.–7:00p.m. local time (exact hours based on your location and business need). When business needs require work during night hours, Sundays, or local public holidays, compensation is paid in accordance with applicable local labor law.

Key Responsibilities

• Act as a friendly, knowledgeable point of contact for Ninety clients.
• Provide clear, step‑by‑step guidance for users in the Ninety platform.
• Troubleshoot client issues by reviewing recordings, replicating scenarios, and escalating bugs when needed.
• Suggest alternative solutions when a requested feature isn’t available.
• Partner with Client Success and Technical Support to ensure client needs are met.
• Follow through on client commitments and communicate updates.
• Support client setup or configuration in Ninety.
• Share client feedback and insights with internal teams to improve the product and experience.

Requirements

• 2–3 years of experience in customer or technical support.
• Advanced English written communication (support is primarily chat‑based).
• Comfortable using both PC and Mac.
• Strong problem‑solving and basic troubleshooting skills.
• Experience providing live support through chat and/or email platforms.

Nice to Have

• Familiarity with the Entrepreneurial Operating System (EOS).
• Experience with Intercom, FullStory, or similar tools.

What Success Looks Like

• 92% or higher satisfaction rating on support conversations.
• Under 5‑minute average first response time for inbound chat during scheduled shifts.
• High level of collaboration and trust within the Client Success team.

About Employment and Benefits

This is a full‑time hourly role employed through our regional employer‑of‑record (via Rippling) and assigned exclusively to Ninety. Employment, payroll, and benefits comply with applicable local labor law in your country of residence. Statutory entitlements are provided in full accordance with local law, including paid time off, public holidays, leave protections, and enrollment in applicable social security, health, pension, and occupational risk programs.

Ninety extras (in addition to statutory entitlements):

• Company Personal Days in year1, separate from statutory vacation.
• Company Illness Days for short‑term, self‑certified illnesses.
• Professional development allowance.
• Productivity allowance.
• Connection and gathering allowance.
• Optional supplemental private health coverage through Rippling.

Compensation is paid monthly in local currency through our EOR payroll. All statutory contributions and entitlements are handled in accordance with the laws of your country of residence.