? About the Company

Join GURUSOFT and become part of a leading technology company specializing in electronic invoicing and innovative business solutions across Latin America!

? About the Role

We are currently looking for a Customer Care Leader to join our team in Colombia.

We are seeking a customer-oriented professional with a technical mindset who can contribute to ensuring an excellent experience when using our products.

? Requirements

- Bachelor’s degree in Administrative Sciences, Economics, Business Administration, or related fields
- Minimum of 2 years of experience in similar roles

? Key Knowledge

- Knowledge of products and services, mainly Electronic Invoicing and Microsoft Office
- Customer service
- Leadership and team management
- English level B2 or higher (mandatory)

?️ Main Responsibilities

- Lead and coordinate regional Customer Service operations, defining objectives, priorities, work plans, and strategies aimed at strengthening customer experience, satisfaction, and loyalty.
- Design, implement, and optimize policies, procedures, controls, and tools for the area, promoting standardization, automation, traceability, and continuous improvement of customer service processes.
- Manage and analyze customer service and experience indicators, including SLA, CSAT, NPS, tickets, customer requests and complaints, and service channels, identifying trends, risks, recurring issues, and improvement opportunities.
- Coordinate service quality and improvement plans through audits, case analysis, surveys, feedback, commitment tracking, and preventive and corrective actions.




- Manage customer relationships and the Voice of the Customer, maintaining communication with strategic clients, addressing concerns, and consolidating needs, expectations, and pain points to drive improvements in products, services, and processes.
- Lead and develop the Customer Service team, monitoring the achievement of responsibilities and objectives, strengthening capabilities through training and feedback, and promoting a culture of service, collaboration, and continuous learning.
- Coordinate Customer Service activities with other departments and manage the area’s resources, participating in internal and external meetings and overseeing budgets, tools, vendors, information, and supporting documentation required to ensure efficient and sustainable operations.

? Valued Skills

- Effective communication
- Customer orientation
- Analytical thinking
- Problem-solving and decision-making
- Planning, organization, and time management
- Conflict management and negotiation
- Results orientation
- Continuous improvement mindset
- Adaptability and change management
- Proactivity and initiative
- Collaborative teamwork and cross-functional relationship management

? Why Join Us?

- You will be part of a growing company with an impact across Latin America
- You will have opportunities for professional development
- You will work in a dynamic, innovative, and collaborative environment
- You will play a key role in our customers’ experience and satisfaction

? Diversity and Inclusion

At GURUSOFT, we promote a diverse and inclusive environment where we value each individual’s talent, perspectives, and ideas.

📌 Líder de Atención al Cliente (Bogotá)
🏢 GURUSOFT
📍 Bogotá