Job Description The role // As a Customer Support Coordinator at Masabi, you will provide front-line support for transportation agencies and technology partners around the world, ensuring high levels of satisfaction with our ticketing and fare-collection platform. You’ll use your problem-solving skills to address support incidents and collaborate with internal teams to resolve issues efficiently. In this role, you’ll build a solid understanding of our platform, systems, and hardware, and gain valuable experience working at the intersection of technology and public transport in a fast-paced, supportive environment. Location // This role is only available to candidates based in Colombia in a fully remote model. Responsibilities Serve as the primary contact for 1st and 2nd line inbound support requests via phone and email, managing technical and non-technical issues with professionalism and courtesy Respond promptly to requests, gather troubleshooting data, and assist in resolving issues alongside product management and engineering teams Coordinate customer calls, progress reports, and incident management, ensuring resolution aligns with SLA performance standards Troubleshoot various technical issues on the Justride platform and related hardware Work with fellow co-ordinators to process rider account deletions, hardware returns, and replacements promptly Develop and maintain reference materials, incident management solutions, and online FAQs Gain a deep understanding of all Masabi products and how they are deployed in real-world scenarios Occasionally participate in on-call rotations during public holidays (with support and scheduling in place) Qualifications About You Experience in enterprise software support within a client-facing role Technical skills gained through hands-on experience, education, or equivalent learning, with strong investigative, debugging, and problem-solving abilities Strong verbal and written communication skills in English, with meticulous attention to documenting processes Able to work independently while also contributing positively to team efforts, especially when working toward shared goals on tight timelines Proactive about learning and happy to share knowledge to help others grow Nice to Have Experience with customer service applications (Salesforce, Zendesk) Experience with SQL, REST APIs, and version control (Git) Knowledge of backend/frontend/mobile technologies (HTML, CSS, Javascript, JSON, Swift, Objective C, Kotlin, Java) Experience with cloud computing providers (AWS) Additional Information Some of our benefits 15 days paid vacation for each year of service plus 18 public holidays Private Healthcare Monthly team bonding allowance Menopause support Choice of a workstation Ability to work for up to 3 months per year from any country in the world Fun and collaborative environment with a focus on making a difference in the world In addition to the above, as an employee, you will also have access to a training allowance of up to $750 USD and $250 USD to spend on your home office every year.