Customer Support Representative (Remote - Latin America)

Company Overview LeadTruffle is a TinySeed-backed AI-powered lead capture and qualification platform helping US home-service businesses respond to leads and turn them into booked jobs using AI voice, email, and SMS automation. We integrate with Thumbtack, Yelp, Angi, Google, Meta, Jobber, Housecall Pro, and ServiceTitan. Role Overview Your main responsibility is owning our Crisp support inbox: reviewing tickets, sending prompt and accurate replies, and following conversations through to resolution. You will use our internal AI system to investigate and draft replies, verify its answers, and decide what to send. You will work closely with founders Bryan and Aaron to resolve customer problems and document product issues and feature requests. Support comes first; when the inbox allows, you will help with onboarding and technical setup. Daily Customer Support • Monitor new and reopened conversations and prioritize issues affecting customer lead flow. • Check conversation history and account settings before replying. Explain next steps in plain English. • Troubleshoot lead-source, messaging, and CRM issues. Check whether leads arrived and what happened to automated responses. • Create clear bug reports with expected versus actual behavior, reproduction steps, customer impact, and links to support conversations. • Document feature requests with concrete examples. • Keep customers informed, test fixes, and follow through to resolution. • Leave clear next steps for open tickets at th