Customer Support Representative (Mandarin Speaking, Costa Rica)

About the role

Owner is a remote-first, global company building software for local business owners, starting with restaurants. Its Customer Support team provides 24/7, 365-day support to restaurant owners and their guests, and is looking for a representative fluent in both English (C1/C2) and Spanish. The role is full-time, with shifts between 7:00 AM - 4:00 PM or 11:00 AM - 8:00 PM PST, and requires open weekend availability and flexibility to work both morning and evening shifts.

Key responsibilities

• Handle a high volume of inbound phone calls, chats and emails from restaurant owners and guests, delivering timely, accurate and empathetic support
• Manage multiple concurrent conversations and tasks, prioritizing and following through on each case
• Own complex or high-priority issues, balancing immediate customer needs with long-term solutions
• Maintain a 90%+ customer satisfaction score while keeping quality and accuracy
• Log customer interactions in Salesforce and share knowledge and insights with teammates in Slack
• Identify patterns and recurring issues to improve tools, processes and documentation

Required profile

• 3-5+ years of customer support or customer service experience, ideally in B2B SaaS, technology, e-commerce or software-driven environments
• Proven success in a high-volume, fast-paced support role
• Fluency in Spanish and English, with strong written and verbal communication in both
• Experience handling escalations and mentoring or training teammates
• Reliable home workspace with stable, high-speed internet and minimal background noise

Required skills

• CRM experience (Salesforce preferred)
• Familiarity with telephony systems such as Intercom, TalkDesk or similar
• Bonus: hospitality background, support metrics (CSAT, QA, FCR, SLAs), remote team experience

What we offer

• Estimated annual salary of about $20,000 USD (about $1,666 USD per month)
• Comprehensive health coverage and remote work flexibility
• Work-from-home stipend and unlimited paid time off
• Paid training period of 4-6 weeks and a company-provided laptop

The interview process includes a recruiter screen, a hiring manager screen, a 45-minute mock role-play with team leaders, and a final round with senior leadership.