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Location: Medellín, Colombia

Employment Type: Full-Time

Work Schedule: Monday to Friday

Department: Customer Experience / Customer Support

Monthly Salary: USD $700 – $900, depending on experience, English proficiency, and technical background.

Position Summary

We are looking for a proactive and customer-focused Customer Support Specialist to join our growing team. This role is responsible for delivering outstanding customer service by providing timely support, resolving customer inquiries, and ensuring a seamless customer experience across multiple communication channels.

The adecuado candidate is an excellent communicator, highly organized, detail-oriented, and passionate about helping customers. This individual should be comfortable working in a fast-paced environment while maintaining high customer satisfaction standards.

Key Responsibilities

- Serve as the primary point of contact for customers via email, chat, phone, and other communication channels.
- Respond to customer inquiries professionally and efficiently.
- Troubleshoot and resolve customer issues while maintaining a positive customer experience.
- Escalate complex issues to the appropriate internal teams when necessary.
- Accurately document customer interactions using the company's CRM system.
- Follow up with customers to ensure complete issue resolution.
- Meet and exceed established Service Level Agreements (SLAs).
- Maintain high customer satisfaction (CSAT) scores.
- Identify recurring customer issues and recommend process improvements.
- Contribute to maintaining and improving the company's knowledge base.
- Collaborate with Product, Operations, Sales, and Technical teams to enhance the customer experience.

Qualifications

Education

- Technical Degree, Technologist, or Bachelor's Degree in:
- Business Administration
- International Business




- Marketing
- Communications
- Industrial Engineering
- Information Technology
- Or related fields

Experience
- 2+ years of experience in Customer Support, Customer Service, Customer Experience, or a similar client-facing role.
- Experience supporting international customers is preferred.
- Experience working in technology, SaaS, FinTech, E-commerce, or BPO environments is a plus.

Technical Skills Experience with one or more of the following tools:
- Zendesk
- Salesforce
- HubSpot
- Freshdesk
- Intercom
- Jira
- Slack
- Google Workspace
- Microsoft Office Suite

Language Requirements
- English: B2 (minimum)
- Preferred: C1
- Spanish: Native

Candidates should be able to:
- Communicate fluently with international customers.
- Write professional emails in English.
- Explain technical or operational processes clearly.
- Handle customer complaints with professionalism and empathy.

Core Competencies
- Customer-focused mindset
- Excellent verbal and written communication
- Problem-solving skills
- Strong organizational skills
- Attention to detail
- Time management
- Adaptability
- Emotional intelligence
- Teamwork and collaboration
- Critical thinking
- Ability to multitask in a fast-paced environment

Key Performance Indicators (KPIs) Performance will be measured through:
- Customer Satisfaction (CSAT)
- First Response Time (FRT)
- First Contact Resolution (FCR)
- Average Resolution Time (ART)
- SLA Compliance
- Ticket Quality
- Productivity
- Customer Retention
- Ticket Backlog Management

What We Offer
- Competitive salary aligned with the Colombian market.
- Professional development and career growth opportunities.
- Continuous training programs.
- Collaborative and inclusive work environment.
- Opportunity to work with international clients.
- Comprehensive onboarding program.
- Performance-based recognition and career advancement opportunities.

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