---
title: 'Customer Support Representative (LatAm, Remote) at Maple'
canonical: 'https://feeny.ai/job/customer-support-representative-latam-remote-maple-latin-america-a8g0e06dzv3v'
type: 'job'
last_seen: '2026-09-05'
---

# Customer Support Representative (LatAm, Remote) at Maple

- **Company:** Maple
- **Location:** Latin America
- **Compensation:** $20k–$25k
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-02-27
- **Last confirmed live:** 2026-09-05
- **Apply:** https://jobs.ashbyhq.com/maple/26355256-81ab-43ea-99a2-394f1cbd32ee

## Job description

HI 👋 I’M AIDAN, FOUNDER OF MAPLE.

At Maple https://maple.inc, we’re building AI agents that work for restaurants. These agents answer calls, take orders, book appointments, and handle real customer interactions over natural voice.

But our bigger mission goes deeper: we’re building automated ontologies that model how businesses actually operate — their services, workflows, constraints, and language — so our agents can adapt to them instantly. We meet businesses where they are, not where software wants them to be.

We have many customers, strong revenue growth, years of runway, and backing from world-class investors. I’ll share more once we meet.

## WHY THIS ROLE EXISTS

When a business signs with Maple, two things must happen:

1. They must get live quickly.
2. They must feel like we have their back.

This role sits at the intersection of onboarding and support. You will:

- Guide new customers through setup
- Handle live support when issues arise
- Think quickly when edge cases happen
- Communicate calmly when a restaurant owner has questions
- Escalate to engineering clearly and precisely and implement solutions

We need someone who:

- Thinks on their feet
- Enjoys talking to business owners
- Can gather context fast
- Is comfortable with ambiguity
- Takes ownership instead of waiting

## WHAT YOU’LL DO

## ONBOARDING

- Run onboarding calls with new customers
- Translate business operations into structured AI configurations
- Identify gaps or unclear workflows and clarify them live
- Ensure customers go live quickly and confidently

## SUPPORT

- Handle inbound support calls, texts, and emails
- Troubleshoot real-time voice agent issues
- Think creatively when things don’t follow the script
- Gather complete context before escalating to engineering
- Own issues end-to-end

## SYSTEMS + FEEDBACK

- Document cases clearly in Salesforce
- Communicate tightly in Slack
- Identify recurring friction points
- Suggest improvements to tooling, onboarding flow, or documentation

## WHO YOU ARE

## OWNERSHIP MENTALITY

You think like an operator. You take initiative, care about outcomes, and feel energized by solving real problems.

## RESPONSIVENESS

You operate with urgency and reliability. When something needs attention, you step in quickly and keep it moving.

## GROWTH-MINDED

You enjoy learning, improving, and quickly implementing feedback.

## JOB REQUIREMENTS

- Fluency in English (C1/C2), with strong written and verbal communication skills in both languages
- 2–5+ years in customer support, onboarding, or high-touch SaaS roles
- Experience handling escalations and complex customer issues with professionalism, empathy, and sound judgment
- Strong conversational ability (moderately extroverted, not robotic)
- Quick thinker — you don’t default to “let me check on that”
- Comfortable handling ambiguous or messy situations
- Ability to stay calm, respectful, and solution-oriented in time-sensitive or high-pressure situations
- Able to gather context when customers provide incomplete information
- Strong organizational skills with the ability to prioritize effectively, manage multiple active cases simultaneously, and maintain accuracy under pressure

## BONUS IF YOU:

- Have worked with SMBs or local businesses
- Have experience with Intercom, OpenPhone, Salesforce
- Have supported technical products
- Thrive in early-stage startup environments

## HOW WE WORK

- We optimize for leverage. That means great internal tooling, fast CI/CD, and code that scales across many customer types
- We believe in deep ownership. Engineers here talk to users, design features, and ship fast
- We value clarity over process. You’ll spend most of your day building, not waiting on decisions
- We move in person. We’re a tight-knit team that moves fast and solves problems together

## WHAT WE OFFER

- Competitive salary + meaningful equity
- A real product with real usage and growing revenue
- Strong In-person culture, fast feedback loops, and zero bureaucracy
- A small team that feels like a founding team
- Full health, dental, vision, 401k, life insurance, and unlimited PTO
- Tools budget, coffee budget, whatever-you-need-to-be-great budget

Want to help reimagine how software works for real-world businesses? Let’s talk.

## About Maple

## Company Overview
- **One-liner**: Maple builds human-like voice AI agents that answer phone calls, take orders, book reservations, and handle payments for restaurants, syncing directly to existing POS systems.
- **Entity Type**: Private (funding stage not publicly disclosed)
- **Headquarters**: New York, New York, United States
- **Founded**: 2023
- **Founders**: Not publicly available (LinkedIn lists Burthomley .J Douzable as Principal Owner)

## Core Business
- **Primary Industry**: Voice AI for restaurants and hospitality
- **Target Customers**: B2B — restaurants (independent, multi-location, and enterprise), with planned expansion into drive-thrus, kiosks, and other phone-based customer service settings for neighborhood businesses.
- **Mission or Purpose**: "Give every neighborhood business an always-on teammate who never misses a guest, so great service is effortless everywhere."

## Products & Services
- **Maple Voice AI Agent**: An AI-powered phone agent that answers inbound calls 24/7. It handles complex orders (modifications, combos, allergy requests), manages reservations, processes takeout and delivery requests, and addresses general inquiries. It features intelligent upselling to increase average ticket sizes by 25% and supports multiple languages and dialects. The system integrates in real-time with major POS systems and can be set up in as little as 24 hours.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed
- **Key Metric**: Over 1,000 restaurant owners are customers; the platform has processed over 2.1 million calls and 81,000 orders across 567 cities as of the data capture date.
- **Notable Investors/Partners**: Specific investors are not publicly listed. The company offers a partner program for agencies and consultancies (revenue share, marketing co-op).
- **Growth Signals**: The company is actively hiring (10+ open roles across engineering, sales, and growth), indicating a growth phase. It has a presence in the U.S., Argentina, and Canada.

## Competitive Advantages
- **Deep Restaurant Specialization**: Handles complex restaurant-specific tasks like custom combos, allergy notes, and multi-item modifications, going beyond simple FAQ answering.
- **POS Integration**: Real-time, direct integration with major POS systems ensures orders flow error-free to the kitchen without manual re-entry.
- **Always-On Revenue Capture**: Captures orders and appointments during off-hours (late night, holidays), preventing lost revenue from missed calls.
- **Accuracy and Upselling**: Claims 99% accuracy on orders and a proven 25% increase in average ticket size through intelligent upselling.

## Strategic Focus
- **Vertical Expansion**: Scaling from independent restaurants to enterprise restaurant groups and expanding into adjacent verticals like drive-thrus and kiosks.
- **Product Development**: Continued investment in AI and machine learning (hiring ML Research Engineers, Full Stack Engineers) to improve voice agent capabilities and integration depth.
- **Partner Ecosystem**: Growing through a partner program to reach more merchants via agencies and consultancies.

## Why Work Here
- **High-Impact, Early-Stage Environment**: A small, growing team (17 employees as per LinkedIn) where individual contributions have significant impact on the product and company trajectory.
- **Innovative Mission**: Working on cutting-edge voice AI technology in a practical, high-demand market (hospitality), with a clear vision for broader expansion.
- **Culture**: The company values are Innovation, Excellence, Customer-Centricity, and Integrity. The careers page highlights a "collaborative, high-impact" environment.
- **Perks & Benefits**: Competitive salary + equity, flexible work arrangements, health/dental/vision coverage, professional growth budget, and events/happy hours.
- **Work Policy**: The New York HQ is in-office, but the company also hires for remote roles (e.g., Customer Support in LatAm and South Africa), suggesting a hybrid or role-dependent flexibility. Job postings on Built In list both "In-Office" (New York, NY) and "Remote" options.

## Sources
1. [Maple Website](https://maple.inc/)
2. [Maple Careers Page](https://maple.inc/careers/)
3. [Built In NYC Profile](https://builtin.com/company/maple-0)
4. [LinkedIn Company Page](https://www.linkedin.com/company/mapleai)
5. [Maple Jobs Board (Ashby)](https://jobs.ashbyhq.com/maple)

## Other roles at Maple

- [Special Projects Lead](https://feeny.ai/job/special-projects-lead-maple-new-york-cdk049fg9gmf) — New York, NY
- [Growth Associate](https://feeny.ai/job/growth-associate-maple-new-york-5gx89x8h9syz) — New York, NY
- [Growth Engineer](https://feeny.ai/job/growth-engineer-maple-new-york-zjtcnnwbs5g2) — New York, NY
- [Forward Deployed Engineer - Growth](https://feeny.ai/job/forward-deployed-engineer-growth-maple-new-york-x219hg8zhb5z) — New York, NY
- [GTM Engineer](https://feeny.ai/job/gtm-engineer-maple-new-york-erp90f17qfna) — New York, NY
- [Customer Support Representative (South Africa, Remote)](https://feeny.ai/job/customer-support-representative-south-africa-remote-maple-africa-y8v80t48cg83) — Africa
- [SMB Account Executive](https://feeny.ai/job/smb-account-executive-maple-new-york-tznsp4g4yxzp) — New York, NY
- [Sales Development Representative](https://feeny.ai/job/sales-development-representative-maple-new-york-qj1r6ere608k) — New York, NY
- [Product Designer](https://feeny.ai/job/product-designer-maple-new-york-zea02mzxyy0p) — New York, NY
- [Opportunistic](https://feeny.ai/job/opportunistic-maple-new-york-7va6n68ft3eq) — New York, NY