Customer Support Specialist - English

Labhouse - Extranjero

Descripción de la oferta

$ 4.000.000,00 (Mensual) Contrato a término fijo Tiempo Parcial Teletrabajo

The Role

As a **Customer Support Specialist**, you will be responsible for handling user inquiries, complaints, and feedback for our apps in real time. You will work closely with our QA and Engineering teams to report bugs, ensure timely resolutions, and contribute to enhancing the user experience.

This is a hands-on role where you will directly interact with users, providing efficient and empathetic support while identifying opportunities for process improvements.

This position is **remote and based in Colombia**, supporting users primarily in the **US market**. Therefore, a **high level of English (C1)** is essential.

**What we are looking for**

- **Experience:**
- Previous experience in **customer support** within **SaaS or Mobile App companies** is a plus.
- Experience handling **high volumes of tickets** (e.g., resolving dozens of tickets per day).
- Experience with **Intercom** (mandatory).
- **Skills:**
- Strong **communication skills** to interact effectively with users across multiple channels (email, chat, app stores, etc.).
- Ability to manage and prioritize tasks efficiently, ensuring timely responses.
- Analytical mindset to identify common user issues and escalate trends.
- Excellent problem-solving abilities, especially in challenging user situations.
- **Market knowledge:**
- Experience supporting the **US market** is essential.
- **Language proficiency:**
- Fluent in **English (C1 level)** (both written and spoken). Additional languages are a plus.
- **Mindset:**
- Proactive and self-motivated, with a passion for delivering excellent customer experiences.
- Detail-oriented and organized, ensuring accuracy in communication and issue tracking.

**Responsibilities**

- Provide **real-time support** to users via email, chat, and other channels.
- Manage and organize tickets efficiently, ensuring fast and accurate resolutions.
- Collaborate with the **QA and Engineering teams** to report bugs and track issue resolutions.
- Follow up with users to confirm issue resolutions and maintain a high level of satisfaction.
- Identify common user issues and escalate trends for potential product improvements.
- Contribute to improving internal **processes and documentation** to enhance support efficiency.

**What we offer**

- **Fully remote** role based in Colombia.
- Flexible working hours aligned with the US time zones.
- Competitive compensation.
- Long-term collaboration via **IOR or freelance** contract.

**The Process**

1. **Initial Interview:** Meet with our Talent Acquisition Lead to discuss your experience and fit for the role.
2. **Hiring Manager Interview:** A deep dive into your skills and approach to customer support.
3. **Scenario Assessment:** Solve a practical case to demonstrate your problem-solving and communication skills.
4. **Final Interview:** Meet with our leadership team to align on vision and expectations.
5. **Offer:** Join us and help us provide outstanding support to our users!