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Koronet is a leading vertical SaaS and B2B e-commerce platform serving the global floral industry (over $50 billion market). The company provides inventory management, operations software, and e-commerce solutions to major florists, growers, importers, and wholesalers worldwide. Backed by growth equity funding, Koronet operates teams across Florida, Ecuador, Argentina, Uruguay, Netherlands, and Colombia, with a mission to unify the B2B floral supply chain.
In this role, you will lead and manage the customer support team, driving a customer-centric culture and ensuring high satisfaction levels. You'll develop and execute strategies to enhance support operations while collaborating cross-functionally to align customer support with broader business objectives. Key responsibilities include:
• Leading and directing the customer support team with a focus on fostering ownership and collaboration
• Developing strategic initiatives to improve support operations and efficiency
• Establishing and monitoring KPIs for the team, implementing continuous improvement programs
• Recruiting, training, and developing support team members
• Managing CRM and automation tools (particularly Salesforce Service Cloud) to streamline operations
• Communicating effectively with customers and team members in both English and Spanish
• Understanding and optimizing support for usage-based and subscription-based business models
This is a fully remote role based in LATAM, requiring fluency in both English (C1/C2) and Spanish. The company emphasizes a remote-first, global culture with flexibility, continuous learning support, and competitive compensation negotiable based on experience.
REQUIREMENTS:
• Bachelor's degree in a relevant field (additional certifications a plus)
• Minimum 4 years of customer support experience
• At least 2 years in a leadership role within customer support
• Strong understanding of SaaS and industries where customer support is strategic
• Bilingual proficiency: English and Spanish (C1/C2 level)
• Experience with usage-based and subscription-based business models
• Proficiency with CRM Service Modules, ideally Salesforce
• Familiarity with automation tools and processes
• Excellent communication and interpersonal skills
• Strategic thinking with ability to drive results
