We are looking for a Logistics Specialist. This role will ensure the efficient handling of customer tickets and tasks regarding the DNA test order cycle: from shipping, to delivery, to returns. You will play a critical role in delivering exceptional customer experience, developing knowledge and maintaining records of bugs on our platform.

In this role you will
- Reply to tickets from customers regarding complex shipping issues.
- Work with the Embark Logistics team to manage tasks for facilitating successful order processing
- (e.g., reviewing orders with errors).
- Write verbiage templates and document processes for handling complex shipping issues
- (e.g. shipping internationally)
- Document bugs with detailed descriptions that empower engineers to investigate and resolve.
- Provide reporting and insights related to logistics issue volume and ticket metrics.




- Actively participate in continuous improvement initiatives to simplify processes and reduce ticket handle times.

Qualifications
- Comfortable and adaptable to a fast-paced startup environment
- Have crisp but kind written communication skills and a deep care for the details
- Tech-savvy with proficiency in internal tools and efficient customer communication management
- Proven ability to manage and prioritize multiple tasks simultaneously.
- Hands-on experience with CRM (Customer Relationship Management) and/or ticketing systems, customer support processes, performance metrics, and escalation management is a significant advantage.
- Bonus points for experience with shipping platforms or bug management tools.

📌 Customer Support Specialist (Bogotá)
🏢 Agile
📍 Bogotá