Software Support Specialist - LATAM

🔍 About Us

CorePlan isn’t your typical mining software company. We’re a Perth tech startup reimagining mining operations through our cutting-edge digital SaaS drilling management platform.

Our mission? Advance the operation of digital drilling operations in mining. Our momentum? Growing fast.

We’re a high-performing team of execution-focused self-starters, building the next generation of software for mining.

💼 The Role

This role will ensure that our customers are utilising our platform to its full potential, troubleshooting and solving day-to-day challenges while improving customer satisfaction and knowledge. Your daily responsibilities will include managing incoming tickets, prioritising effectively, and delivering exceptional customer service.

The role will be required to work weekends (Saturday & Sunday) as part of their full-time hours.

📋 What You’ll Do

Supporting Customers

• Own our customer support channels in your region by leading conversations to resolve customer queries and issues.

• Adhere to established service-level agreements (SLAs) and ensure timely resolution of customer issues while maintaining high-quality service standards.

• Refine and work with management to build our processes to ensure lightning fast support and 'starry eyed' reacts to survey responses

• Collaborate with cross-functional teams to enhance our products and services based on customer feedback.

• Maintain a comprehensive understanding of our products and services to provide accurate and helpful information to customers.

• Create seamless and enjoyable experiences for users at every interaction.

Reporting & Data Management

• Keep CRM and other internal systems up to date with accurate project and customer data.

• Provide periodic update on project status, milestones, and customer feedback to management.

• Collect and document customer feedback to support continuous process improvements and resolve any post-implementation issues.

Continuous Improvement & Collaboration

• Contribute to the refinement of implementation best practices and the development of playbooks.

• Collaborate effectively with cross-functional teams to enhance the overall customer experience while aligning with CorePlan’s outcome-driven culture.

✅ What You’ll Bring

• Relevant Qualification in Business, IT Support, Software Support, Mining or related field

• 1-2 years of experience in support, customer success, project management, or consulting, preferably in a SaaS environment

• Proven track record of successfully supporting complex software solutions

• Strong organisational skills with ability to manage multiple streams of work simultaneously

• Excellent communication and presentation skills, with the ability to engage stakeholders at all levels

• Technical aptitude with the ability to quickly learn and become proficient in new technologies

• Experience working in a global team environment and collaborating across time zones

• Problem-solving mindset with a talent for finding creative solutions to customer challenges

• Experience with CRM and project management tools

• Experience in mining industry will be helpful but not necessary

• This role requires fluency in Spanish for customer communication, and strong English communication skills (written and verbal) to collaborate with our global team

🌟 Why Join CorePlan?

• Work from LATAM, connect globally – Be part of a close-knit regional team while collaborating with our product and engineering teams in Australia.

• Make an impact – Your work directly supports mining operations around the world and helps shape the future of mining.

• Startup energy, real growth – We’re growing fast, and you’ll grow with us. Learn, contribute, and evolve in a high-performance, feedback-driven environment.

• Flexible work – Enjoy remote-friendly work with aligned hours that support both LATAM customer needs and global collaboration.

• Be valued – Your ideas matter here. You’ll be encouraged to speak up, problem-solve, and help improve how we work.

• Build expertise – Gain deep knowledge of SaaS platforms, mining tech, and customer operations in a unique global industry.

🚀 Ready for your next adventure?

If you're ready to bring your A-game to a tech-forward startup, click APPLY NOW to submit your CV and cover letter. Have questions? Reach out to us at [email protected]

🤝 Recruitment Agencies

We appreciate your hustle, but we’re not engaging agencies right now. Want to be on our radar for the future? Email [email protected]