Senior Customer Support

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

📋 Description

• Coordinate incoming support requests to ensure customers receive timely and helpful responses.

• Manage complex or sensitive customer issues and see them through to resolution.

• Review support interactions and mentor the team on accuracy, empathy, and professionalism.

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

• Develop clear procedures, training materials, and knowledge base resources.

• Assist in onboarding and training 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 enhance support efficiency.

⛳️ Requirements

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

• Exceptional written and verbal English communication skills.

• Experience in guiding team members, training others, or enhancing support processes.

• Strong judgment when addressing frustrated customers and handling escalations.

• An organized and detail-oriented approach to managing multiple requests.

• Proficiency in using ticketing systems, CRMs, and reporting tools.

• Familiarity with Freshdesk and GoHighLevel.

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

• Experience in the real estate sector is an advantage.

🏝️ Benefits

• Competitive salary (USD)

• Work From Home