Senior Customer Support

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

📋 Description

• Oversee incoming support inquiries and guarantee that customers receive swift and effective assistance.

• Manage intricate or sensitive customer concerns and ensure they are resolved efficiently.

• Evaluate support interactions and provide coaching to the team on accuracy, empathy, and professionalism.

• Monitor response times, resolution rates, customer satisfaction, and overall support quality.

• Develop comprehensive processes, training materials, and knowledge base documentation.

• Assist in the onboarding and training of new members of the support team.

• Collaborate with Customer Success, Technology, and Refunds teams to address issues and enhance workflows.

• Identify opportunities to leverage automation and technology to increase support efficiency.

• Ensure customers receive prompt, thorough responses while minimizing repeat inquiries and unnecessary escalations.

⛳️ Requirements

• A minimum of 3 years of experience in customer support, customer service, or another B2B customer-facing position.

• Exceptional written and verbal English communication skills.

• Proven experience in guiding colleagues, training others, or enhancing support processes.

• Strong decision-making skills when dealing with frustrated customers and handling escalations.

• An organized and detail-oriented mindset for managing multiple requests simultaneously.

• Proficiency with ticketing platforms, CRMs, and reporting tools; familiarity with Freshdesk and GoHighLevel is preferred.

• A problem-solving attitude and the capability to collaborate across different teams.

• Experience in the real estate sector is a plus.

🏝️ Benefits

• Competitive salary (USD)

• Work From Home