• Spend most of your time helping customers — solving issues, answering questions, and keeping them smiling. • Partner with your Support + Success Lead and other teams to tackle tricky problems and find solutions. • Assist with creating and troubleshooting automations through Make and Zapier as well as native Copilot automation workflows. • Translate technical issues into plain language for our customers—no jargon allowed. • Gather info, report bugs, and work with Engineering to improve the product. • Resolve support issues within our SLA agreements, including internal and client accounts, billing and subscriptions, and minor technical issues. • Build a deep understanding of our technical architecture and grow your ability to diagnose and resolve more complex problems.

• Deliver exceptional customer support by resolving technical and functional issues promptly and effectively within a SaaS CLM environment. • Support large enterprise customers by managing complex use cases, escalations, and integrations. • Leverage AI-powered tools and automation to improve issue diagnosis, response time, and overall support efficiency. • Maintain a high level of professionalism, empathy, and clear communication in all customer interactions. • Proactively develop expertise in platform features, releases, and CLM best practices to better support customers. • Collaborate with Product, Engineering, and Customer Success teams to ensure customer feedback is captured and addressed. • Replicate and troubleshoot customer-reported issues in internal environments, documenting detailed steps, behaviors, and findings.

• Own escalations: take the most technical support tickets and unblock users quickly • Deep debugging: reproduce issues, inspect logs, isolate root causes, and propose fixes/workarounds • Architecture guidance: advise on app structure, data modeling, auth, payments, performance, and deployment patterns • Incident handling: diagnose platform issues vs user issues, coordinate internally, communicate status clearly • Knowledge base: write high-signal docs, runbooks, and troubleshooting guides • Automation: build tooling to detect common failures, generate better diagnostics, and reduce repeat tickets • Feedback loop: surface product gaps, propose improvements, and help implement fixes where needed

• Ejecutar procesos operativos: emisión, renovaciones, cancelaciones y facturación • Gestión de cobro y seguimiento a cartera • Manejo de glosas, PQR y solicitudes de los clientes • Acompañamiento y atención integral al cliente • Coordinación con aseguradoras y proveedores para garantizar correctos servicios • Seguimiento a indicadores y cumplimiento de estándares de servicio