Customer Support Specialist (100% Remote - El Salvador)

If you love helping people, understanding what they need, and making sure they feel backed up and confident using a tool, you'll fit right in at Metricool.

You'll work 100% remotely in a fast-growing, international team where we collaborate closely, solve problems without overcomplicating things, and share one clear goal: making social media managers' lives easier.{#p-rc_30c1c939d82567af-209}

Your main mission will be accompanying our users along their journey with us---answering their questions, troubleshooting issues, and giving them practical resources to get the most out of Metricool and their social media strategy.{#p-rc_30c1c939d82567af-210}

How you'll make an impact

In your day-to-day role:

• Chat support with a human touch: Help users solve technical and feature-related questions via chat with clarity, empathy, and zero jargon.

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• User guidance: Help users understand how Metricool fits their workflow and guide them toward the plan that best suits their needs.

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• Customer feedback: Collect real user feedback and share suggestions with the team to keep improving the platform.

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• Internal support: Coordinate incident reports and cross-departmental requests smoothly.

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• Helpful resources: Help build and update help guides and support documentation for both internal teams and customers.

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As a teammate:

• Build strong, open relationships with your team to stay aligned on user needs.

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• Work together to unblock tricky situations and keep things moving.

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• Collaborate across departments to brainstorm ideas and improve our support materials.

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What your first few months will look like

• First month: You'll get to know the team, the product, and our processes. We'll make sure you feel supported as you learn how your work directly impacts our users and the business.

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• First quarter: You'll gain confidence, work more autonomously, and start sharing your own ideas to improve how we support our community.

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• Long term: You'll be a core part of the team, managing your workflow comfortably and driving strategies aligned with company goals.

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What we're looking for

• Location: Based in El Salvador

• Experience: Background in Customer Support or client-facing roles. Experience in SaaS and/or digital marketing is a huge plus!

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• Education: Training or degree in Digital Marketing or related fields.

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• Languages: Advanced/Fluent level in both English and Spanish (additional languages are a bonus).

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Nice to have:

• Understanding of digital marketing basics.

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• Basic programming/technical knowledge.

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How you work:

• User-first mindset: Active listening, real empathy, and patience.

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• Clear communication: Ability to explain complex tools in simple, easy-to-understand terms.

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• Self-management: Organized and comfortable taking ownership to resolve issues independently.

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• Team player: Enjoy collaborating across teams and supporting colleagues.

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Why you'll enjoy working at Metricool

• 100% Remote Environment: Everything we do is designed for remote collaboration using tools like Slack and Google Meet, keeping communication clear and close.

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• Competitive Compensation: The salary band considered for this position is between 12,000 and 16,000 USD gross/year, according to the candidate's experience.

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• Annual Team Meetups: Once a year, we get together in person to connect, catch up, and spend quality time as a team.

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• Language Learning Support: As a global team, we support continuous learning and breaking language barriers. That's why we offer the possibility to improve or learn a new language.

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(Benefits may vary depending on contract type and local regulations).

Selection Process

1. First Chat (45 mins) with Sofía (People & Culture Specialist): An informal conversation to get to know each other, talk about Metricool's culture, the role, and see if our goals align.

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2. Second Interview (1 hour) with Bea (Customer Support Manager): A deeper dive into the position, technical aspects, and team fit.

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If this sounds like the kind of environment you'd thrive in, we'd love to receive your application!