Customer Support

Flai
Montevideo, Uruguay
On-siteCareer-pivot friendly

Who this role is best for

Aimed at mid-level customer support professionals with B2B SaaS experience who are comfortable with technical troubleshooting and thrive in fast-paced, collaborative environments. The role emphasizes fluency in English, operational rigor, and direct interaction with U.S. dealerships in Montevideo.

Best fit for

  • Candidates with B2B SaaS support experience who enjoy solving complex customer issues.
    — “Customer Support Experience: 1+ years in a customer support, technical support, or customer-facing role, ideally at a B2B SaaS company.”
  • Individuals who are detail-oriented and can contribute to improving internal support processes.
    — “Follow the playbook, and help sharpen it: Execute Flai's support processes with real rigor and help improve them as we scale.”

Things to consider

  • The role demands high availability during U.S. dealership business hours, which may impact personal work-life balance.
    — “Availability for U.S. Hours: Comfortable working hours that overlap with U.S. dealership business hours.”
  • Candidates should be prepared to work closely with engineering and product teams, requiring strong cross-functional collaboration.
    — “Working closely with our Customer Success, product, and engineering teams, you'll resolve issues quickly, keep our customers confident in the product, and turn what you hear into insights that make Flai better.”

How to stand out

  • Emphasize experience with AI or tech-driven platforms in your resume and interview responses.
    — “Align the AI: Make sure each customer has the AI configured and personalized to their own operation.”
  • Highlight your ability to identify patterns and provide actionable product feedback.
    — “Be the voice of the customer: Spot patterns in tickets and share product feedback that helps shape what we build next.”
  • Demonstrate your problem-solving skills with specific examples from past roles.
    — “Problem Solver: You're curious, technical enough to dig into an issue, and don't stop until you find the root cause.”
Pace · SteadyCollaboration · MediumAutonomy · MediumDecision Impact · Individual

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

  • Resolve customer issues quickly and effectively
  • Provide feedback to improve product and processes
  • Support customer success and onboarding
Typical background
1+ years of customer support experienceFluent English

Skills & requirements

Required

Customer SupportTroubleshootingCommunicationProblem-solvingOperational DisciplineCustomer ObsessionTechnical Support

Preferred

Automotive Industry KnowledgeSupport ToolsLight Technical WorkSpanish

Stack & domain

Customer SupportTroubleshootingTechnical SupportProduct FeedbackProblem SolvingOperational DisciplineCustomer ObsessionCalm Under PressureAutomotiveDealership Industry

About the role

Original posting from Flai via Ashby

Location: Montevideo, Uruguay

Type: Full-Time

ABOUT FLAI

AI has transformed B2B SaaS, but has struggled to penetrate the real-world industries that shape our lives. Flai is building the leading AI-native communications platform for car dealerships.

A $1.3 trillion industry, auto dealerships sell 96% of the 16 million new cars sold each year. Yet they universally run on outdated systems and manual processes, which is why dealerships spend $36B each year on operations. That’s our opportunity.

We launched our first voice AI product a year ago. Since then, we have deployed multiple products across hundreds of dealerships across the U.S. We’ve partnered with the 2nd largest automaker in the country and many of the leading dealership groups. We’ve raised from leading VCs including First Round Capital, Toyota Ventures, Y Combinator, Innovation Endeavors, SV Angel, and Liquid 2.

We’ve grown insanely quickly with a small, scrappy team and continue to move at that pace.

ROLE OVERVIEW

We're hiring a Customer Support Specialist in Montevideo to be the first line of help for the hundreds of U.S. dealerships running on Flai every day. You'll be the fast, friendly, and knowledgeable voice that service advisors, BDC agents, and managers reach out to when they have a question or something isn't working. Working closely with our Customer Success, product, and engineering teams, you'll resolve issues quickly, keep our customers confident in the product, and turn what you hear into insights that make Flai better.

WHAT YOU'LL DO

Align the AI: Make sure each customer has the AI configured and personalized to their own operation.

Troubleshoot like an operator: Investigate issues with calls, texts, appointments, and integrations (DMS, CRM, schedulers), reproduce problems, and resolve them or escalate with clear, complete context.

Work hand in hand with engineering: Triage bugs, document them cleanly, and follow through until the customer is unblocked.

Support Customer Success: Help CSMs with onboarding tasks, account configuration, user setup, and training follow-ups so launches go smoothly.

Be the voice of the customer: Spot patterns in tickets and share product feedback that helps shape what we build next.

Follow the playbook, and help sharpen it: Execute Flai's support processes with real rigor and help improve them as we scale.

MUST HAVE

Fluent English: You'll be speaking and writing every day with U.S. customers. Clear, confident, and professional communication is a must.

Customer Support Experience: 1+ years in a customer support, technical support, or customer-facing role, ideally at a B2B SaaS company.

Problem Solver: You're curious, technical enough to dig into an issue, and don't stop until you find the root cause.

Operational Discipline: Strong ticket hygiene, clear notes, and consistent follow-through. Nothing falls through the cracks on your watch.

Customer Obsessed: You genuinely care about the people you're helping and their outcomes.

Calm Under Pressure: You stay fast, organized, and kind when things get busy or something breaks.

Availability for U.S. Hours: Comfortable working hours that overlap with U.S. dealership business hours.

NICE TO HAVE

  • Experience with the automotive or dealership industry (DMS/CRM/schedulers, BDC workflows)
  • Experience with support tools like Zendesk, Intercom, HubSpot, or similar
  • Comfort with light technical work (integrations, data mapping, reading logs)
  • Fluent Spanish

WHY FLAI

This is about as early as it gets: real traction, customers who genuinely love the product, and investors who've backed some of the best companies in the world betting big on us. You'll be part of building Flai's presence in Montevideo and play a key role in how we support customers as we scale. We move fast and we have fun doing it. Come be part of the story while it's still being written.

WHAT WE OFFER

  • USD $25K–$35K per year depending on experience
  • Flexible PTO
  • A small, high-trust, fast-moving team that has a genuinely good time building something real

Source: Flai careers (Ashby)

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