Customer Support Manager

About Atlas TechnologiesWe’re building the future of recruitment technology from the ground up. Atlas is a new end-to-end recruitment platform designed to help agencies generate 50% more revenue through automating all the low value admin and supercharging business developmentFounded by repeate entrepreneurs who previously scaled a business to $40M+ in revenue, we’re now scaling our sales team to deal with an obscene amount of inboundOur mission is simple: To become the system of record for modern recruiters. But perhaps more important, we want our colleagues to truly feel a part of this company. Which is why the founder has donated half his equity to the team! This will be the last job you need to work atWe believe deeply in our values, and we expect anyone joining us to be aligned with them. You can read them here: https://bit.ly/recruitwithatlas-valuesFor that, we are looking for our 2nd hire in Colombia, and 1st in the Customer Success & Support Team.What you'll be doingOnce someone signs up with Atlas, it's your job to ensure a great customer experience.Learn the Atlas platform by using it extensively. We are only starting to structure our onboarding, so you’ll play around with the product, try new things and ask questions.Support onboarding of new customers as they begin using the platform for the first time.Handle day-to-day questions and issues via our service desk stack (Intercom) and short Loom videos.Proactively reach out to users with tips, best practices and quick check-ins to drive adoption.Jump on video calls when chat isn’t enough to resolve a problem.Collaborate with the Product and Engineering teams by capturing feedback and flagging bugs with clear, concise reproduction steps.Work with urgency—our customers rely on Atlas to do their jobs, so fast, high-quality responses are a must.Your outcomesIncreased number of active users on the platform.High customer satisfaction (CSAT) scores.Rapid first-response and resolution times.Consistently “happy customers” who become Atlas advocates.Who you areAt least 2 years of customer support experience for a software or SaaS B2B product. This isn't simple software such as online marketplaces but rather complex B2B systems such as CRMs.Near fluency in English. You’re comfortable drafting clear, friendly messages or using GPT tools to polish them.You thrive - or are excited to thrive - in a fast-growth, start-up environment and can articulate why.You prefer learning by doing and don’t need a rigid training programme.You believe that generative AI is the next dot-com era and have likely experimented with small AI projects for fun.Familiarity with Intercom or Loom is a plus.Salary + LocationBetween 50-80M COP gross annual salary (for great applicants it can be beyond, but you will have to be the perfect fit!)The role would start off as remote, but there is the real possibility that we will build up an office in Colombia in the near futureInterview ApproachCall with the Head of Customer Success (30 minutes)Cognitive assessment (20 minutes)Interview with a Founder (45-60 minutes)Final short interview w/another member of the team (30 minutes)OfferThanks for reading until the end - looking forward to your application.- The Atlas Team