Company Description

Palomma (YC W23) helps real estate property managers and developers sell more, get paid faster, and increase profitability through AI agents and specialized fintech solutions. The company focuses 100% on the real estate sector, offering tools tailored to the needs of real estate professionals. By combining advanced technology with deep industry expertise, Palomma streamlines sales, collections, and financial workflows. Team members join a growing, innovation-driven environment where their work directly impacts client performance and business outcomes.

Role Description

The Customer Support Specialist will provide timely, empathetic, and effective support to clients using Palomma's AI and fintech solutions, primarily in the real estate sector. Day-to-day responsibilities include responding to inquiries via email, chat, and phone, troubleshooting technical issues, guiding users through product features, and escalating complex problems to the appropriate internal teams. The role also involves documenting recurring issues, contributing to help center content, and sharing customer insights to improve products and processes. This is a full-time hybrid role based in Medellín,



with a combination of in-office collaboration and the flexibility to work from home for part of the week.

Qualifications

- Strong Customer Support experience with a focus on Customer Satisfaction and client relationship management.
- Excellent Interpersonal Skills, including clear communication, active listening, and a service-oriented mindset.
- Ability to provide Technical Support, including basic troubleshooting, issue replication, and clear step-by-step guidance.
- Solid Analytical Skills to understand user problems, identify patterns, and propose practical solutions.
- Comfort working in a tech-driven environment; experience with SaaS, AI, or fintech tools is an advantage.
- Proficiency in written and spoken English; Spanish proficiency is highly beneficial for local clients.
- Organized, detail-oriented, and able to manage multiple customer requests and priorities simultaneously.
- Previous experience in customer-facing roles; exposure to the real estate or financial services sectors is a plus.

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📌 Customer Support Specialist (Medellín)
🏢 Palomma
📍 Medellín