Customer Support Specialist Needed at AirBase

Job Title: Customer Support & Project Manager (Workflow Coordinator)

Location: Remote, offshore

Type: Full-Time

Salary: $1,500 USD/mo

About the Role

We’re seeking a highly organized and detail-oriented Workflow Coordinator to support client communication and website task management at our fast-growing website development and marketing agency. This role is ideal for someone with experience in email and ticketing tools, strong written communication skills, familiarity with website development process, and a knack for coordinating between clients, our ticketing system Jira, and internal leaders. Note, this is NOT a technical position, but an understanding of both the website development process and familiarity with the development ticketing workflow will be strongly considered.

While monitoring the shared inbox (and responding to emails on behalf of leaders) you will also serve as a vital bridge between our clients and the development team, triaging requests, logging actionable tickets in Jira, and ensuring follow-through on deliverables. Your ability to follow up, clarify tasks, and respond to clients in a timely manner will drive success!

Key Responsibilities

• Inbox & Email Management:
• Manage shared inboxes (primarily for two leaders in the business), reply to clients professionally, and act on behalf of team members.
• Use email management tools (e.g., Front App) to efficiently sort, respond to, and assign incoming requests.
• Request Triage & Task Logging:
• Review client emails to understand website change requests (e.g., “please update these 5 things on our website…”).
• Validate tasks by referencing the website as needed to confirm context and completeness.
• Create and assign tickets in Jira, escalating for clarification when necessary.
• Project Coordination & Follow-Up:
• Ensure logged tickets are progressing and completed by the development team.
• Follow up with developers and clients, ensuring tasks are understood, tested, and closed out.
• Remind clients to review and test links or completed work.
• Process Improvement & Knowledge Management:
• Document repeat issues and contribute to a shared knowledge base.
• Help identify and improve inefficiencies in communication or ticket handling.

Requirements

• 1–2 years in project coordination or project management. Note, this is NOT a technical/development position.
• Experience with ticketing tools such as Jira (or equivalent).
• Nice-to-have (not required): Proficiency/experience in email management tools, especially shared inboxes (e.g., Front App, Help Scout, or similar).
• Exceptionally strong written and verbal communication skills in English (C1/C2, or Native)
• Detail-oriented with the ability to understand client needs and follow through on tasks.
• Familiarity with website development processes and terminology is required.
• Experience working independently in a remote, distributed team setting.
• Based in Central/South America, working Central USA Time Zone available to work 8:00 AM – 5:00 PM Central Time (with a one-hour lunch break). Eastern or Mountain time also acceptable..

Interview Process:

• AI Interview with Xeni: Upload your resume and participate in a 1-hour AI-powered interview with our AI interviewer, Xeni.
• Final Interview: A discussion focusing on team fit, your approach to mentorship, and alignment with the company culture and values.
• Background and Reference Check: Standard verification of professional background and experience.
• Offer Letter: If successful, an offer will be extended.

What We Offer

• Remote-first culture
• Opportunities to grow into larger project or client success roles
• Collaborative, respectful team environment
• Exposure to a variety of digital products and client industries

We observe the following U.S. holidays as paid time off:

• New Year’s Eve
• New Year’s Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving Day
• Christmas Eve
• Christmas Day

We also offer:

• 10 vacation days per year
• 5 sick/personal days per year