Customer Support & Onboarding Specialist

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Manage customer support inquiries via tickets and emails, directly accessing customer accounts to resolve issues instead of merely responding.

• Conduct onboarding video and phone sessions with new customers to enhance product adoption and minimize churn rates.

• Oversee interactions on Facebook advertisements: respond to inquiries, convert interested users into leads, and address negative feedback with sound judgment.

• Create and implement the support and onboarding processes from the ground up, which includes developing workflows, documentation, and established best practices.

• Relay customer insights to the team to facilitate product enhancements and improve the overall customer experience.

⛳️ Requirements

• Exceptional spoken and written English with a clear, neutral accent (this is crucial for the position).

• Background in customer-facing support or onboarding, preferably within a SaaS or software environment.

• Comfortable appearing on camera and adept at leading video calls with clients.

• Strong writing abilities for effective, professional, and friendly communication through email, support tickets, and social platforms.

• High emotional intelligence: a proactive problem-solver rather than a mere script-follower.

• Quick to respond, communicative, and committed to providing an excellent customer experience.

• Sound judgment in managing public criticism on paid advertisements.

• Ability to work independently without a predefined playbook, creating processes autonomously.

🏝️ Benefits

• Competitive salary in US dollars.

• Fully remote position.

• Genuine ownership and the opportunity to build something from the ground up.

• Meaningful work: assist nonprofits in obtaining the funding they require.

• Long-term potential for growth alongside the company.