Position Details:
- This position reports to the Operations Manager.
- Direct reports: 3 to 4 (Customer Support Representatives, Accounts Receivable / Disputes Specialist).
- Department: Operations, Customer Experience.
- Status: Full-time.

About This Role:
- We are looking for a Customer Experience Manager to own the post-service side of our business: the moment something goes wrong, and the moment money is owed.
- This role leads a small team responsible for two connected functions.
- The first is resolving customer issues, including damage claims, refunds, and escalations.
- The second is protecting revenue through credit card disputes, accounts receivable, and collections.
- Today these responsibilities are split across our Operations team, which has stretched our leadership thin.
- You will take full ownership of them.
- This is a hands-on management role.
- You will coach a team of three to four, but you will also personally handle the hardest escalations and the highest-dollar disputes.
- If you like clean processes, direct customer contact, and measurable outcomes,



this is a good fit.

Team Leadership:
- Manage and develop a team of three to four specialists across customer support and receivables.
- Set daily priorities, monitor queue health, and ensure nothing sits unresolved.
- Run regular one-on-ones, handle performance management, and onboard new team members.
- Build and maintain response-time and resolution standards, and hold the team to them.

Customer Support and Claims:
- Own the damage claims process end to end: intake, investigation, valuation, settlement, and closure.
- Approve refunds and credits within an established authority threshold, and escalate above it.
- Serve as the final internal escalation point before the Operations Manager.
- Personally handle high-severity, high-value, or reputationally sensitive customer situations.
- Coordinate with Pod Leaders and Dispatch to investigate what actually happened on a job.

Revenue Protection a

📌 Customer Experience Manager (Colombia)
🏢 Remote Jobs
📍 Colombia