Postúlate en Kit Empleo: kitempleo.com.co/empleo/1a92c7

You will manage troubleshooting workflows, warranty and replacement processes, and logistics coordination while working inside Gorgias and collaborating with internal CX teams and AI-assisted tools. This role requires strong written communication skills, structured problem-solving, and the ability to stay calm and precise during seasonal demand spikes.

Responsibilities:
- Guide customers through structured troubleshooting for hardware products
- Handle warranty eligibility checks, serial number validation, and replacement workflows
- Process logistics updates including address verification and shipment coordination
- Review AI-assisted responses (Sienna AI), adjust when necessary, and escalate complex cases
- Maintain clear and accurate documentation within ticketing systems
- Collaborate with internal CX teams to improve macros and workflows
- Identify recurring issues and proactively flag patterns for process improvement
- Maintain quality and response speed during peak seasonal surges

Requirements:
- 2+ years of customer support experience, preferably in D2C or eCommerce brands




- Hands-on experience with Gorgias (strongly preferred) or similar tools such as Zendesk or Freshdesk
- Experience supporting hardware or technical consumer products
- Strong written English with a clear, empathetic, and confident tone
- Ability to follow structured diagnostic and troubleshooting processes
- High attention to detail for warranty, replacements, and operational workflows
- Comfortable working in AI-assisted support environments
- Ability to learn quickly through Knowledge Centers and live training sessions
- Calm and organized under pressure during high-volume periods
- Proactive mindset with a focus on continuous improvement

Benefits
- We offer health insurance for contractors
- Monthly gym stipend allowance to support your physical wellness.
- Paid Time Off (PTO)
- Holiday Extra Pay Month
- The work hours generally align with standard business hours in the US, with some

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1a92c7

📌 Customer Support Specialist (Medellín)
🏢 NeoWork
📍 Medellín