Customer Support Specialist – B2B Clients

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

📋 Description

• Oversee a high volume of customer inquiries through email, live chat, and ticket management systems.

• Address customer requests while adhering to defined SLA and quality benchmarks.

• Precisely document customer interactions and keep comprehensive ticket records.

• Provide professional, empathetic, and solution-focused support through written communication.

• Work closely with Operations, Logistics, Fulfillment, and Customer Experience teams.

⛳️ Requirements

• A minimum of 3 years of experience in Customer Support, Client Support, Customer Success, Customer Experience, Account Support, or other similar customer-facing roles.

• Proficiency in using ticket management/customer support platforms (such as Zendesk, Intercom, Freshdesk, Gorgias, ServiceNow, Jira Service Management, or similar).

• Exceptional written and verbal communication skills in English.

• Strong attention to detail and excellent organizational abilities.

• Solid problem-solving and critical-thinking capabilities.

• Capability to handle multiple priorities in a fast-paced environment.

• Comfortable working autonomously in a fully remote setting.

🏝️ Benefits

• Professional, empathetic, and solution-oriented support through written communication.

• Assist with onboarding activities and account setup for new business clients.

• Ensure accurate maintenance of customer accounts, delivery details, and account preferences.

• Manage order updates, modifications, replacements, credits, and account changes.

• Address customer requests while consistently meeting established SLA and quality standards.