Tier 3 Customer Success Specialist

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

📋 Description

• Analyze customer workflows from beginning to end and pinpoint areas of breakdown.

• Create clear, repeatable processes aimed at reducing friction and enhancing outcomes.

• Draft and update Standard Operating Procedures (SOPs) that new team members can follow effortlessly.

• Collaborate with leadership to transform client objectives into actionable processes.

• Develop tools, templates, and documentation that can be utilized by the broader team.

• Monitor the outcomes of process modifications and make data-driven adjustments.

• Distribute established processes so the team can implement them in similar scenarios.

⛳️ Requirements

• Over 5 years of substantial customer service experience in customer success, operations, process design, or a related domain.

• Proven experience in drafting SOPs, process documentation, or training materials.

• Proficient with Google Workspace, ClickUp, or comparable task management tools, as well as spreadsheets.

• Demonstrated ability to work directly with client leadership and coordinate with internal operations teams to convert decision-maker objectives into clear processes.

• Excellent written and verbal communication skills in English.

🏝️ Benefits

• Health insurance offered for contractors.

• Additional holiday pay.

• Fully remote position.

• Mental health days provided.

• Performance-based incentives available.

• Opportunities for professional development and career advancement.