Location: Remote – Honduras
Employment Type: Full-Time
Reports To: Platform Support Lead ABOUT THE ROLE We are looking for a Platform Support Specialist to join our team and support users and creators across a growing digital platform. In this role, you’ll be responsible for helping users resolve account, access, feature, and transaction-related issues quickly and effectively. You’ll also play an important role in identifying recurring problems, improving support resources, and providing actionable feedback to Product, Engineering, QA, and Trust & Safety teams. This is a hands-on individual contributor role for someone who combines strong customer service skills with technical troubleshooting, organization, and sound judgment. MISSION Help users and creators resolve problems quickly and confidently while turning recurring support issues into improvements that create a better overall user experience. YOUR FIRST 12–18 MONTHS Success in this role will include: - Consistently meeting agreed response, resolution, and case-quality targets. - Reducing aged cases and repeat contacts over time. - Maintaining accurate and useful help-center content for common user issues. - Providing recurring, actionable feedback on user and creator pain points. - Helping establish and improve support processes and procedures. - Contributing to a reliable, safe, and responsive experience as the platform grows. CORE RESPONSIBILITIES - Own account, access, feature, and transaction-related inquiries from initial contact through resolution. - Troubleshoot issues across web and mobile platforms. - Gather clear reproduction steps, device information, expected behavior, and actual results when investigating technical issues. - Escalate product defects to QA and Engineering with clear, actionable information. - Escalate safety-related concerns to the appropriate Trust & Safety team. - Keep users informed throughout the resolution process. - Follow established support procedures, account-verification processes, and data-protection practices. - Maintain and improve help-center articles, internal documentation, and response guidance. - Identify recurring issues and communicate trends and opportunities for improvement to the appropriate teams. - Handle sensitive user and account information responsibly. REQUIREMENTS & COMPETENCIES - 2+ years of experience in customer support, technical support, or platform support for a consumer application or digital product. - Strong written communication skills with an empathetic and customer-focused approach. - Excellent case management and organizational skills. - Sound judgment and the ability to remain calm and effective under pressure. - Experience working with ticketing or customer support systems. - Experience troubleshooting web and mobile applications. - Familiarity with support metrics and service-quality standards. - Ability to work a defined full-time support schedule. - Strong attention to detail when handling sensitive account and customer information. NICE TO HAVE - Experience supporting creator, social, community, or subscription-based platforms. - Experience supporting payments or transaction-related issues, including Stripe. - Experience with knowledge-base platforms such as Zendesk. - Experience writing or maintaining customer-facing support documentation. - Familiarity with escalation and incident-management processes. FIRST 90 DAYS Days 1–30: Learn the platform’s core user journeys, support tools, verification procedures, policies, and escalation paths. Days 31–60: Independently manage an assigned support queue while consistently meeting agreed quality and service targets. Days 61–90: Improve guidance for recurring issues and deliver a prioritized report highlighting key user friction points and opportunities for improvement. COLLABORATION You’ll work closely with the Platform Support Lead and collaborate with QA, Engineering, Product, and Trust & Safety teams. This is an individual contributor role with direct responsibility for user support and case resolution. WHY JOIN? Join a growing product team where your work directly impacts the user experience. You’ll have the opportunity to become a strong advocate for users and creators while helping transform their feedback and recurring issues into meaningful product and process improvements. Join Us and Enjoy These Perks! - Competitive Salary: Earn a USD salary that matches your skills and experience. - Paid Time Off: Generous PTO to support your work-life balance and recharge. - Health Insurance Subsidy: Financial assistance to support your healthcare coverage. - Annual Salary Reviews: Structured annual evaluations to recognize and reward performance. - Paid Training & Certifications: Continuous support for professional growth and upskilling. Ready to put your puzzle-solving skills to the test? Join our team today! LinkedIn: Puzzle Instagram: @puzzle.tech http://puzzle.tech_