Senior Customer Care Specialist

We're looking for a Senior Customer Care Specialist to join our Customer Care team and help us own the judgment and quality layer that sits above our AI-powered support system. In this role, you'll have the opportunity to take ownership, make meaningful decisions, and directly impact the experience of accounting and bookkeeping firms worldwide, and the quality of the AI tools our entire support team relies on. It's a fully remote role, we are hiring across LATAM, with a preference for candidates working within EST (±3 hours).

• Own the most complex and sensitive escalations, including cases that set precedent or carry retention risk, deciding quickly and confidently what genuinely needs a person versus what our AI, Copilot, already handles well.
• Validate and own the quality of AI-generated responses before they reach customers, correcting errors and filing clear, actionable feedback so the tool keeps improving.
• Own a knowledge base domain end to end (for example billing, onboarding, or integrations), architecting its structure, closing coverage gaps, and proposing or building the fixes yourself rather than just flagging them.
• Handle the highest-stakes customer communication, including picking up the phone to de‑escalate an upset customer and move them from an emotional response to a resolved outcome.
• Draft and maintain the escalation criteria framework the team relies on, spotting patterns in AI errors and driving corrections at scale rather than solving the same issue case by case.
• Own your outcomes: CSAT, escalation accuracy, AI answer quality, and first response time

• Proven senior-level experience in customer support or care, ideally in SaaS or another fast‑growing environment, with real hands‑on exposure to AI‑assisted support tooling.
• Strong judgment under ambiguity, deciding quickly and confidently what needs a human versus what an AI system can resolve, even when there is no existing playbook to follow.
• Advanced AI fluency, comfortable evaluating and correcting AI‑generated output, owning the outcome as your own rather than deflecting to the tool, and capable of designing the QA processes the rest of the team adopts.
• Proven ability to own a knowledge base or documentation domain end to end, writing and maintaining content that both AI systems and customers can trust.
• Excellent written and verbal English, with genuine empathy and the confidence to de‑escalate sensitive or emotionally charged conversations, including picking up the phone when needed.

• Direct experience improving AI or LLM‑powered support workflows, such as prompt corrections, escalation criteria design, or QA frameworks.
• Experience coaching or mentoring less senior teammates on judgment calls and AI evaluation.
• Working knowledge of how accounting or bookkeeping firms operate, ideally from a SaaS support background in accounting, bookkeeping, or fintech.

• Competitive compensation, paid in USD, transparently shared before the first interview
• Fully remote work with flexible hours
• 30 paid days off annually, plus sick days as needed
• Health & well‑being support
• Learning & development budget to support your professional growth
• English lessons reimbursement
• Co‑working space reimbursement
• Company‑provided equipment (conditions may vary depending on the role)
• A high level of autonomy and ownership in your work
• The opportunity to make a real impact in a fast‑growing global SaaS company
• A collaborative, international team with a strong product mindset