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Customer Support & Operations Lead (AI-First) 🤖⚙️ - LATAM - Remote

April 30, 2026

<h2>Company Overview</h2>Our client operates a two-sided marketplace and software platform in the outdoor hospitality space.On one side, travelers use the platform to discover and book campgrounds and RV parks. On the other, park operators rely on the software to manage reservations, payments, availability, and day-to-day operations.Because the product sits directly in the flow of bookings and payments, support is not just a service function — it’s critical to customer trust, retention, and revenue. When issues happen, they often involve real travel plans and time-sensitive situations.<hr><h2>Your Role</h2>We’re hiring a Customer Support & Operations Lead to make support fast, consistent, and scalable.This is not a typical support role — you’ll lead a small team and build the system behind it: how tickets are triaged, escalated, automated, and improved over time.Support here is mission-critical. Issues often involve bookings, payments, and real travel plans, so speed, clarity, and judgment matter.You’ll also use AI tools (like Claude) to reduce manual work and improve workflows.<h3>You’ll:</h3><ul><li>Lead and coach a 5-person support team</li><li>Build workflows for triage, escalation, and resolution</li><li>Create playbooks for high-stakes issues</li><li>Use AI to automate repetitive work</li><li>Identify recurring issues and fix root causes</li><li>Ship weekly improvements (process, automation, documentation)</li><li>Share clear updates on what’s working, what’s breaking, and what needs fixing</li></ul><hr><h2>You Bring:</h2><ul><li>3–6+ years in customer support, operations, or similar roles</li><li>Experience leading or mentoring support teams</li><li>Strong written English and customer communication skills</li><li>Experience working in startups or software environments</li><li>A systems mindset — you think in processes, not just tickets</li><li>Comfort using AI tools to improve workflows and efficiency</li><li>Strong organization and follow-through</li><li>Ability to stay calm and make decisions under pressure</li></ul><h3>Bonus Points:</h3><ul><li>Experience with operationally complex products (payments, bookings, marketplaces)</li><li>Background in Customer Success or cross-functional roles</li><li>Experience building SOPs, macros, or internal tools</li><li>Familiarity with automation tools or AI workflows</li></ul><hr><h2>What’s Offered:</h2><ul><li>Fully remote contractor role</li><li>Open to candidates across LATAM</li><li>Work aligned with U.S. business hours (overlap required)</li><li>20 days PTO + U.S. holidays</li><li>Competitive USD compensation (based on experience)</li><li>High ownership and visibility within a small team</li><li>Opportunity to build and shape the support system from the ground up</li></ul><hr><h2>Interview Process</h2>1️⃣ Intro call — experience, communication, and approach to support2️⃣ Hiring manager interview — systems thinking and escalation judgment3️⃣ Short challenge — propose workflows, automations, and metrics for sample scenarios4️⃣ Final conversation — alignment and expectations

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...