Customer Experience Operations Specialist — Process Improvement & Escalations

Location: Remote Colombia (Bogotá, Medellín, or Cali preferred)

Employment Type: Full-time

Hours: Must be available during North American business hours (U.S. Eastern Time)

Language: Fluent English (C1/C2) required · Native/fluent Spanish

Compensation: Competitive USD compensation

About the Company

We are a rapidly growing, design-led home technology brand with deep European craftsmanship roots, expanding across the U.S. and Canadian markets.

We create premium, minimalist products for architects, interior designers, and discerning homeowners — products designed to be beautiful, precise, and seamlessly integrated into high-end residential and commercial spaces.

As we continue to scale in North America, we are strengthening the operational foundation behind our customer experience function. We are looking for someone who can identify problems, improve processes, manage complex escalations, and help us build a more scalable customer operation.

About the Role





This is not a traditional high-volume customer service or call-center role.

The position sits within Customer Experience Operations and is focused primarily on process improvement, operational ownership, and complex customer escalations.

Routine customer inquiries and repetitive requests are handled through existing support workflows and AI-assisted tools. You will step into customer conversations primarily when a situation has been escalated and requires stronger judgment, problem-solving, empathy, or cross-functional coordination.

Beyond resolving the immediate issue, your responsibility is to understand why it happened and what should change to prevent it from happening again.

We are building a "see something, say something" culture. If you identify an inefficient workflow, recurring customer issue, unclear SOP, communication gap, or operational breakdown, you will be expected to raise it, investigate the root cause, rec

📌 Customer Experience Operations Specialist (Bogotá)
🏢 Somewhere
📍 Bogotá