Coordinador/a de Atención al Cliente | Remoto | LATAM Only | 83160

1 month ago
Full-time
Senior
Customer and Technical Support
Remote Talent Latam

Remote Talent Latam

Remote Talent Latam is a remote staffing agency that specializes in recruiting and managing qualified remote workers from Latin America. We absorb the risks for businesses and provide human resources services to help them grow without the stress of fin...

Professional Services
51-250
Founded 2017

Description

  • Supervise customer support operations across written channels, including WhatsApp, email, and social media.
  • Lead, develop, and follow up on the internal and external support team.
  • Coordinate with external agencies during high-volume launch periods.
  • Audit customer conversations to ensure tone, clarity, and brand alignment.
  • Co-create, train, and optimize AI agents with the technical team.
  • Create and maintain updated SOPs, FAQs, and knowledge base materials.
  • Identify patterns, objections, and opportunities from lead and customer conversations.
  • Handle complex cases and escalations when needed.
  • Track key metrics such as response times, conversion, and satisfaction, and make data-driven decisions.

Requirements

  • 3+ years of experience in customer service, support, or community management.
  • 1+ year of experience leading support or sales teams.
  • Excellent written communication with empathy, clarity, and a warm tone.
  • Experience working with customer service metrics and KPIs.
  • Analytical thinking to identify patterns and improvement opportunities.
  • Experience creating SOPs, guides, and operational documentation.
  • Strong organization, proactivity, and solution-oriented mindset.
  • Experience in high-volume environments such as launches, infoproducts, or online education (preferred).
  • Experience with tools such as ManyChat, ClickUp, or similar platforms (preferred).
  • Experience working with automations or AI agents, and familiarity with ChatGPT, Claude, Voiceflow, or similar tools (preferred).

Benefits

  • 100% remote work.
  • Monday to Friday plus half-day Saturdays in LATAM time.
  • Flexibility during launch periods, approximately three times per year.
  • Base salary of USD $1,800, depending on experience, plus performance bonuses.
  • 30 days of vacation.
  • 24/7 telemedicine.
  • Coaching sessions.
  • Benefits card with cashback.
  • Professional growth within an expanding company.
  • Ongoing training, including AI tools.

Interested in this position?

Apply directly on the company website

Apply Now

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