Sara T.
Customer Support (EN-first)
Available now
Experience5 yrs
EnglishC1
CityBogotá
InterviewOn request
ZendeskEnphase EnlightenSolarEdge
⚡ AI-equipped · Ticket-triage agent
Sales & Support
Nearshore Customer Support (EN-first) for Solar & EPC teams
Post-install and warranty support for homeowners and commercial clients: tickets, monitoring alerts, scheduling and NPS follow-up.
A nearshore customer support (en-first) is a trained, English-fluent professional based in Latin America who works U.S. hours inside your tools. Kurios City recruits, trains and deploys them in about 14 days, at 30–60% lower cost than a U.S.-based hire — the range published for LatAm back-office operations, with free replacement if the person doesn't perform.
What this role owns
- Ticket triage and SLA tracking
- Monitoring alerts (Enphase, SolarEdge, Tesla)
- Service scheduling
- Warranty claims paperwork
- CSAT / NPS follow-up
Stack we train on
ZendeskFreshdeskEnphase EnlightenSolarEdge MonitoringServiceTitan
Cost comparison
Hiring in the U.S.
$6,500/mo
$78,000 per year
- Salary$46,800
- Mandatory benefits & payroll taxes$17,676
- Social Security + Medicare, FUTA/SUTA, workers' comp, health insurance, 401(k), PTO
- Tools, management & recruiting$13,524
- AI licenceYou pay it
- If they don't work outYou start over
vs
Hiring with Kurios
$2,400/mo
$28,800 per year
- One monthly fee$2,400
- Mandatory benefits & payroll taxes$0
- Handled in-country. None of it lands on your payroll.
- Recruiting, training, managementIncluded
- Claude or Codex licenceIncluded
- If they don't work outFree replacement
You keep, every year$49,200
63% lower · $147,600 over three years
Example figures for a Customer Support (EN-first). The U.S. side is fully loaded — what the role actually costs your company, not the salary line. Your real numbers come out of the first call.
| U.S. hire | Kurios nearshore | |
|---|---|---|
| Monthly cost | USD 5,500–7,500 | USD 2,000–2,800 |
| Time to fill | 45–90 days | 14 days |
| Training on your stack | Your team's time | Included |
| Replacement | New search | Free |
| Time-zone overlap | Full | Full (UTC−5 / −6) |
Ranges are indicative. Final figures are scoped per market, role and seniority.
What the first 90 days look like
Week 1–2
Learns your product, your warranty terms and your escalation ladder. Writes draft responses to the last 50 real tickets; your lead grades them before anything goes to a customer.
Week 3–6
Takes live tier-one volume with review on anything involving warranty, refund or a truck roll. First-response time and one-touch resolution are the metrics.
Month 2+
Owns tier one outright and starts building the macro and help-centre library from the tickets that repeat — which is how support volume stops scaling with customer count.
How to tell a good customer support (en-first) from a cheap one
Support quality in English is not the same as English fluency. A C1 speaker can still write a sentence that sounds cold to a homeowner whose system has been down for four days. Read the written samples, not just the video. The other trap is hiring support and then never giving them authority: a support person who has to escalate every refund under $200 costs you more in manager time than they save.
How this role is measured
Repeat contact rate, alongside resolution time. Optimising only for speed produces tickets that come straight back. The pair together is what predicts whether a customer renews.
| What we track | Why it is the right number |
|---|---|
| First response time | Hours on email and chat, minutes on phone |
| One-touch resolution | Closed without a second exchange |
| Repeat contact rate | Same customer, same issue, within seven days |
| Macro and help-centre contributions | How support stops scaling with customer count |
These are the numbers we report back to you, not internal vanity metrics. If one of them stops moving, that is the conversation to have in the weekly check-in.
Available now
Frequently asked
Do they work weekends?
Coverage windows are defined in the role design; weekend rotations are available.
Do they handle phone, email and chat, or just one?
All three, though we recommend starting with email and chat and adding phone in month two. Phone support has a much higher error cost, and it is worth having the written knowledge base built before someone is answering live.
How do you keep support from becoming a ticket-closing machine?
By measuring repeat contact rate alongside resolution time. A support person optimising only for speed closes tickets that come straight back. We report both, and the second number is the one that predicts churn.