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Senior Customer Support for US-Based Company (Remote)

1 day, 14 hours ago
Colombia
Full-time
Senior
Customer Support
Customer and Technical Support
CRM
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Paired

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Description

  • Coordinate incoming support requests across tickets, calls, texts, and voicemails.
  • Handle complex or sensitive customer issues through resolution.
  • Review support interactions and coach team members on accuracy, empathy, and professionalism.
  • Track response times, resolution rates, customer satisfaction, and support quality.
  • Create support processes, training materials, and knowledge base resources.
  • Onboard and train new support team members.
  • Collaborate with Customer Success, Technology, and Refunds teams to resolve issues and improve workflows.
  • Identify and implement automation and technology opportunities to improve support efficiency.

Requirements

  • 3+ years of experience in customer support, customer service, or another B2B customer-facing role.
  • Excellent written and spoken English.
  • Experience guiding teammates, training others, or improving support processes.
  • Strong judgment in handling frustrated customers and escalations.
  • Highly organized and detail-oriented, with the ability to manage multiple requests.
  • Comfort using ticketing platforms, CRMs, and reporting tools, including Freshdesk and GoHighLevel.
  • Strong problem-solving ability and ability to work effectively across teams.
  • Experience in real estate is preferred.

Benefits

  • Competitive salary paid in USD.
  • Work-from-home arrangement.

Interested in this position?

Apply directly on the company website

Apply Now

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