Operations Subject Matter Expert – LATAM

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

📋 Description

• Deliver real-time assistance with intake, disposition, process, and SOP inquiries while actively participating in the call queue.

• Aid in managing routine caller or agent escalations and escalate more complex issues to a Supervisor or Manager.

• Provide support to new hires on the production floor by addressing questions and reinforcing established procedures.

• Detect confusing, outdated, or missing SOP content and communicate these gaps to leadership.

• Reinforce newly implemented processes and assist agents in understanding operational changes.

• Identify recurring frontline issues and offer process-improvement feedback to leadership.

• Offer designated weekend or after-hours support when Supervisors are unavailable.

• Maintain regular call-handling duties alongside Subject Matter Expert (SME) responsibilities.

⛳️ Requirements

• Proven strong performance as an Intake Specialist or in a similar frontline contact center position.

• In-depth understanding of intake procedures, dispositions, scripts, SOPs, and escalation protocols.

• Consistent attainment of established quality and performance standards.

• Excellent English communication, judgment, and real-time problem-solving abilities.

• Capability to provide knowledgeable, professional support to peers without supervisory authority, while adhering to established processes and escalation guidelines.

• Ability to manage SME responsibilities alongside regular production and call-handling tasks.

• Capacity to work independently from a home office equipped with stable, high-speed internet and a quiet, professional workspace.

• Must possess a laptop or desktop computer with at least 16GB RAM and an Intel Core i5 processor or better.

• Must have a reliable internet connection with a minimum speed of 25 Mbps.

• Available to work during U.S. business hours.

• Willingness to utilize time-tracking software.

• This position is exclusively open to candidates residing in LATAM.

• Resumes must be submitted in English.

🏝️ Benefits

• Performance-based incentives.

• 100% remote work environment.

• 10 paid time-off (PTO) days per year.

• Opportunity to collaborate closely with leadership and legal professionals in a growing, modern law firm.