Customer Service Representative
The calm, organized presence who makes sure every parent feels heard — and nothing ever falls through the cracks.
Customer Service Representative
The calm, organized presence who makes sure every parent feels heard — and nothing ever falls through the cracks.
Role Overview
Every day, parents reach out to this client through email, text, and social media — asking about class times, membership questions, makeup sessions, or a concern that needs a quick, caring response.
Right now, those messages compete for the founder's attention alongside everything else it takes to run a growing children's development center.
Messages sit longer than they should, and small issues risk becoming bigger ones.
This role exists to close that gap.
The Customer Service Representative is the first response a parent gets — fast, warm, and on top of it — so the founder can stay focused on running great classes instead of triaging inboxes.
Key Responsibilities
Own the inbound message queue
Monitor and triage email, SMS, and social media messages throughout the day
Respond promptly to routine questions (schedules, enrollment, billing, makeup classes)
Flag anything urgent or sensitive to the founder right away, with context already gathered
Resolve issues, don't just log them
Take ownership of customer service issues from first message to resolution
Follow up proactively so nothing goes quiet mid-conversation
Keep a clear record of what was asked, what was promised, and what was resolved
Keep the details straight
Track open conversations across channels so nothing is answered twice or missed entirely
Note recurring questions or issues so the founder can spot patterns early
Keep response times consistent, even during busy class hours
Who Will Succeed
This person thrives on many small conversations rather than one big project.




They don't need every message to be exciting — they take pride in making sure each one gets a thoughtful, complete answer.
They've done customer-facing work before and know the feeling of a parent calming down because they handled things well.
Highly organized and detail-oriented — little slips through
Writes and speaks in a way that puts people at ease, even when they start out frustrated
Takes real ownership of a problem until it's actually resolved, not just acknowledged
Comfortable moving between email, text, and social media without losing track of context
Brings genuine warmth to conversations about kids and families — this isn't a generic support queue
Uses AI tools naturally to work faster — drafting responses, summarizing threads, staying ahead of the queue
Experience & Skills
Required:
Prior experience in a customer service or client-facing (CX) role
Strong written English — clear, warm, and professional in every channel; assessed at screening
AI-fluent — actively uses AI tools to draft responses faster and stay organized across channels; confirm specific tools and use cases at screening
Ability to work Eastern Time business hours with strong overlap
Preferred:
Experience supporting a multi-channel inbox (email + SMS + social) rather than a single ticketing queue
Background in a family-facing, youth, fitness, or membership-based business
90-Day Success Markers
Parent messages across email, text, and social are answered same-day, consistently — no channel lags behind the others
The founder is no longer the one triaging inbound messages during the day
Customer service issues are resolved end-to-end, with parents rarely needing to follow up twice
A simple, repeatable way of tracking open conversations is in place, so nothing depends on memory
The founder has visibility into recurring questions or concerns worth addressing at the program level
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📌 Customer Service Representative — Youth Development & Fitness(South America)) (Bogotá)
🏢 Seamless Assist
📍 Bogotá