Job Title
: Customer Support Representative
Location:
Fully Remote (Latin America)
Position Type:
Full-time
Salary
: USD (based on experience)
Schedule
: 7AM to 3PM Colombia Time (UTC-5)
We're looking for a Customer Support Representative to join Tern Setups, a fast-growing e-commerce brand that sells high-quality ergonomic portable monitor setups to professionals across the US, UK, and Europe.
At Tern Setups, good customer service is at the heart of what we do.
Our goal is to build a trusted brand by giving customers quick, clear, and friendly support.
Responsibilities:
- Responding to customer inquiries via email (no calls).
- Troubleshooting technical issues with our monitors (e.g., USB-C video compatibility, power delivery, macOS scaling, power consumption, HDMI vs USB-C issues).
- Advising customers on technical setups, including laptops, operating systems, and accessories, and providing clear step-by-step solutions.
- Managing returns, warranty claims, and shipping issues using our internal systems (Shopify).
- Collaborating with our team to identify recurring technical issues and suggest improvements to documentation and processes.
Qualifications, Skills and Key Competencies:
- Independent problem-solving skills and ability to take ownership of customer cases without supervision.
We don't assign tickets so it's very important that our employees are able to work independently and efficiently.
- Attention to detail.
We give a lot of autonomy and responsibility to our customer service reps, and we need them to follow our processes to avoid mistakes.
- Ability to work with many cases at once.
At times of high growth, we have a lot of customer queries that need to be answered quickly.
- Ability to work in a team.
Our team is always ready to support.
Nice to have:
- Interest in technology and willingness to continuously learn new technical details.
- Experience with troubleshooting electronics, ideally with knowledge of computer hardware, display technology, and USB-C/power delivery standards.
- Ambition to grow with a fast-scaling company - we offer opportunities to take on more responsibility and grow into leadership roles.
Benefits:
- Fully remote - work from anywhere in the world.
- 15 days of PTO.
- Supportive and collaborative remote team environment.
- Trust-based working conditions - we value results, not screen monitoring.