Fully Remote across LATAM must work across EST hours

Hi, we’re Search Atlas! We’re a rapidly growing SEO software company and full-service digital agency that helps websites improve their Google performance. From Fortune 500 companies to Silicon Valley startups, our clients trust us to drive results.

We're looking for a Customer Support Tier 1 who genuinely loves helping people solve problems. You're the type who doesn't just answer questions because you care about getting people unstuck and helping them succeed.

Who You Are

You thrive when:

A frustrated customer leaves the conversation happy because you turned things around
Something breaks and you get to play detective to figure out what went wrong
You're learning new tools on the fly and picking things up fast
You're chatting with customers all day, it gives you energy, not drains it

What you bring:

2+ years in customer support or client-facing roles
Solid English communication skills (written and spoken)
Strong problem-solving skills: you think fast on your feet
A "figure-it-out" attitude: you don't wait around to be told what to do
Comfort troubleshooting tech issues over live chat
A customer-first mindset: you genuinely want people to win
The ability to stay calm and think critically under pressure
A proactive learning style, you take initiative and run with it

Bonus points if:

You've worked with SaaS products before
You're comfortable testing features and catching bugs or usability issues
You love being the bridge between customers and product teams
Knowledge of or experience with support platforms like Intercom, Zendesk, GitLab, or CSAT

What your routine looks like

Helping customers in real-time via live chat (Intercom)
Testing product features and flagging bugs, usability issues, or workflow problems
Solving problems quickly or escalating complex cases to Tier 2
Tracking all customer interactions and following up to make sure issues are fully resolved
Sharing common customer pain points with the product team so we can keep improving

How We Measure Success

We care about quality, not just speed:

First response times
Overall response times
Customer satisfaction (CSAT scores)
Handling time efficiency

Salary & Benefits

Pay: $11.54 per hour (depending on location and experience)
Time Off: 15 days PTO + Christmas + New Year's Day

Sound like a fit? We'd love to hear from you.

Our Recruitment Process

Step 1: Initial screening call with our recruitment team
Step 2: Assessment to showcase your skills (if applicable)
Step 3: Final interview with our Hiring Manager
Step 4: Offer extended

Life at Search Atlas Group

We are committed to fostering a healthy work-life balance, innovation, and a collaborative, inclusive culture—no matter where you work. We host monthly virtual game days and events, and our team enjoys the flexibility of contributing to charity initiatives of their choice. We believe in supporting both personal growth and professional success, ensuring that remote work doesn’t mean disconnected work.

Here’s a look into our core values:

Collaborative & Engaged: We’re a tight-knit team that supports each other and shares knowledge.
Excellence Driven: We aim for the highest standards, always raising the bar.
Self-Starter Mentality: We take initiative and problem-solve independently.
Innovative: We embrace change, experiment, and think outside the box.
Student Mentality: We learn from our mistakes and constantly evolve.

Why Join Us?

We’re proud of the recognition we’ve received for our growth and commitment to creating a positive, inclusive work environment. Here are just a few of the accolades that highlight our success and culture:

Nevada’s Top Workplaces - #1 Small Business, Best New Ideas
Best Start-Up Agency (U.S. Search Awards)
Top B2B Companies (Clutch)
Inc’s On The Rise and Best Places to Work (Inc. Magazine)
Great Place to Work Certified (Great Place to Work)

These awards reflect the hard work, dedication, and passion of our entire team, and we’d love for you to be a part of it!

Want to hear more? Here is our Founder, Manick on why you should work with us at Search Atlas.

Customer Support Specialist