? 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, an

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