- Serve as the primary point of contact between V.tal and key customers, with a focus on LEO satellite services
- Ensure an exceptional experience throughout the entire account lifecycle
- Lead operational and administrative management
- Ensure compliance with Service Level Agreements (SLAs)
- Resolve incidents
- Manage credits and compensations
- Monitor billing
- Track technical improvements with the Quality team
- Fully manage the customer relationship
- Represent the customer internally
- Coordinate technical, commercial, and logistics teams
- Ensure service operational continuity and achievement of business objectives
- Act as the single point of contact (SPOC) for Starlink and Amazon Kuiper customers, ensuring satisfaction and retention
- Maintain a comprehensive view of accounts, covering commercial, technical, operational, contractual, and billing aspects
- Conduct regular service performance review and management meetings
- Identify risks and opportunities
- Monitor SLA compliance
- Prepare reports
- Coordinate the validation of credits and compensations





Requirements
- Bachelor’s degree in Telecommunications Engineering, Electronic Engineering, Systems Engineering, Business Administration, or a related field
- Postgraduate degree or specialization in Service Management, Telecommunications, Customer Experience, or a related field is preferred
- 3–5 years of experience in Customer Care, Customer Success, Service Delivery, or Account Management roles
- Proven experience in telecommunications, enterprise connectivity, or managed services
- Knowledge of Starlink Enterprise and Amazon Kuiper services
- Knowledge of SLA management and service governance
- Knowledge of the ITIL Foundation framework
- Experience with CRM tools and ticketing management platforms
- Knowledge of IP networks, WAN connectivity, and managed services
- Knowledge of incident, problem, and change management
- Knowledge of operational and financial KPI analysis
- Knowledge of billing, credit

📌 Customer Care Specialist (Medellín)
🏢 Jobtailor
📍 Medellín