Application Deadline: 30 April 2026
Department: Customer
Employment Type: Contract / Temp
Location: Colombia
Reporting To: Aaron Schweitzer
Compensation: $6,600,000 - $7,000,000 / month
The Product Support Team
The Product Support team is responsible for supporting customers and internal users who work in our platform and may experience issues or need assistance. We are looking for someone who is passionate about providing excellent customer service, going the extra mile to resolve our customers' issues, and ensuring our SLAs are met.
This role is based in Colombia, working Pacific Time hours, 9 am-6 pm PST/12 pm-9 pm Columbia time.
You will triage tickets to understand the issue raised, escalate to the relevant team when necessary, and act as guardian of that issue through to completion. The role includes keeping stakeholders informed of progress at all stages, in line with internal and external SLAs. Strong problem-solving and technical skills will be required, along with collaboration with other departments as needed to achieve a quick resolution.
To ensure we deliver the best customer service, it is important that you build strong working relationships with our customers and internal stakeholders. You are a strong team player with a collaborative approach, ensuring the customer is always at the heart of everything you do.
At Zappi, we support customers worldwide. Platform Support colleagues are based in different time zones to provide a seamless service. You’ll need to be flexible with working patterns to ensure we can build strong relationships with our customers and colleagues.
Why join us?
We’ve been recognized as one of the hottest martech companies in 2022 by Business Insider and named Best Place to Work by Quirk’s Media for our engaging and inclusive workplace culture. We’re committed to both people and the planet
Our belief in inclusion means we’re building an organisation of diverse individuals and helping brands eliminate cultural presumptions in their research. Read our Diversity Manifesto here.
We are a values and behaviours driven business and believe that Trust, Truth, Ownership, Ambition and Humility describe Zappi employees on our best day. This is how we strive to show up for our customers, for each other and for our communities.
Earning B Corp certification assures us we’re on the right track and that we have the structures in place to become the business we want to be.
Our commitment to minimise our impact on the environment means being honest with ourselves and transparent with you—about everything from carbon emissions to tree-planting initiatives. We achieved our goal of becoming Net Zero in 2021!
Zappi Company Culture Highlights
Equal OpportunityZappi is an equal opportunity employer; our diversity is a major strength. We are committed to providing equal opportunities for all individuals, regardless of their race, gender, sexual orientation, disability, or any other characteristic protected by applicable laws.
We believe that a diverse and inclusive workforce fosters innovation, creativity, and success. Our hiring decisions are based solely on merit, qualifications, and abilities, ensuring fairness and equity throughout our recruitment process. We welcome applications from all backgrounds and encourage candidates from underrepresented groups to apply. Join our team and contribute to an inclusive environment where everyone's unique perspectives and talents are valued and respected.
Zappi is a leading consumer insights platform that helps brands win with consumers. Through AI-powered software that delivers connected insights, Zappi enables teams to make faster, smarter, consumer-driven decisions by leveraging real-time, continuous feedback.
Trusted by more than 350 brands worldwide, Zappi helps create successful products, develop impactful ads, and build winning brands by keeping the voice of the consumer at the heart of every decision.
Named the Best Marketing Insights Platform by the MarTech Breakthrough Awards in both 2023 and 2024, recognized by Business Insider as one of the hottest martech companies, and winner of the MRS Best Technology Innovation Award 2025, Zappi is redefining how modern teams use insights to drive growth.
As a certified B-Corp, Zappi is committed to net-zero emissions, fostering an equitable workplace, and using technology to benefit the communities the company serves. With more than 300 employees across 13+ countries and offices in Boston, London, and Cape Town, Zappi’s culture has been celebrated by Fast Company, Comparably, Quirks, Great Place to Work, and more.
To learn more about Zappi, visit https://www.zappi.io/web, and to join our team, visit https://www.zappi.io/web/careers/.
**Please note: For your safety, apply only through Zappi’s official careers page. Any job postings outside this portal may not be legitimate. If you come across suspicious activity, please report it to both Zappi and the recruitment site to safeguard your information.
