About IntouchCX

IntouchCX is a integral leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job The Subject Matter Expert (CSR2) plays a critical role within IntouchCX. The ideal candidate will provide front-line direction to our Customer Service Representatives, and ensure quality service is provided in every customer interaction.

As Subject Matter Expert (CSR2), You Will…

- Represent our client partners, and learn and maintain knowledge of client brand and philosophy, as well as promotions and processes

- Be advocates and role models for our CSRs

- Promote the professional and personal development of individual team members by administering call evaluation feedback, training needs, and career opportunity programs

- Perform other duties as assigned

As Subject Matter Expert (CSR2), You Have…

- High school diploma or equivalent (required)

- 2 years experience in the call center and/or customer service industry

- Experience in coaching and mentoring

- Knowledge of call center systems, ACD/IVR and performance statistics

- Ability to work a variety of shifts, including days, evenings, and holidays





- Superior communication skills: Listening, verbal and written

- Skills in MS Office programs (Word, Excel and PowerPoint)

- Ability to type 30 WPM with accuracy

- Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations

- Ability to build rapport with clients and interact with team members at various position levels

- Engaging and successful communicator, speaker, and facilitator

- Ability to develop employees through positive motivation

- Strong analytical, problem solving and decision-making skills

- Comfort with technology and frequent technological change

- Adaptable to change and innovation

- Act as a role model and exemplify behaviors in line with our cultural values

- Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [email protected] for review and validation.

📌 Subject Matter Expert (Temporary Contract) (Bogotá)
🏢 Board
📍 Bogotá