Customer Support Coordinator

Summary

Join Masabi, a global leader in fare payment technology, as a Customer Support Coordinator! Based remotely in Colombia, you will provide first and second-line support to transportation agencies and partners worldwide. You will troubleshoot technical issues, collaborate with internal teams, and ensure high customer satisfaction. This fast-paced role offers opportunities to expand your technical knowledge and make a real impact. Masabi values its employees and offers a supportive environment with various benefits. If you are passionate about problem-solving and have experience in enterprise software support, apply today!

Requirements

• Have some experience in enterprise software support within a client-facing role
• Possess technical skills gained through hands-on experience, education, or equivalent learning, with strong investigative, debugging, and problem-solving abilities
• Have exceptional verbal and written communication skills in English, with meticulous attention to documenting processes
• Be comfortable working independently and as part of a team, especially under strict deadlines
• Be enthusiastic about knowledge sharing

Responsibilities

• Serve as the primary contact for 1st and 2nd line inbound support requests via phone and email, managing technical and non-technical issues with professionalism and courtesy
• Respond promptly to requests, gather troubleshooting data, and assist in resolving issues alongside product management and engineering teams
• Coordinate customer calls, progress reports, and incident management, ensuring resolution aligns with SLA performance standards
• Troubleshoot various technical issues on the Justride platform and related hardware
• Work with fellow co-ordinators to process rider account deletions, hardware returns, and replacements promptly
• Develop and maintain reference materials, incident management solutions, and online FAQs
• Gain a deep understanding of all Masabi products and how they are deployed in real-world scenarios
• Participate in on-call rotations during holiday periods

Preferred Qualifications

• Have experience with customer service applications (Salesforce, Zendesk)
• Have experience with SQL, REST APIs, and version control (Git)
• Have knowledge of backend/frontend/mobile technologies (HTML, CSS, Javascript, JSON, Swift, Objective C, Kotlin, Java)
• Have experience with cloud computing providers (AWS)
• Be fluent in Spanish or Italian

Benefits

• 15 days paid vacation for each year of service plus 18 public holidays
• Private Healthcare
• Monthly team bonding allowance
• Menopause support
• Choice of a workstation
• Ability to work for up to 3 months per year from any country in the world
• Fun and collaborative environment with a focus on making a difference in the world
• Access to a training allowance of up to $750 USD and $250 USD to spend on your home office every year