Customer Support Specialist – Colombia (Remote)
8amSupport customers using 8am’s legal, accounting, and financial technology products. Troubleshoot questions by phone, email, and chat, and record each case in Salesforce.
Open
Koronet builds cloud software for the floral industry, bringing sales, inventory, procurement and e-commerce into one platform. Wholesalers, growers and other floral businesses can use it to manage sales, automate orders and purchasing, track stock and review business intelligence reports. The platform also supports API integrations, with customer support and implementation services for businesses adopting the system.
Senior Customer Support Manager, Latin America (Remote)
Lead bilingual customer support teams, set service KPIs, and shape support strategy for Koronet’s floral SaaS and e-commerce platform. Fully remote across Latin America.
Description
- Lead and oversee the customer support team.
- Set direction and provide leadership for support staff.
- Promote a customer-first culture and maintain high satisfaction.
- Design and carry out plans to improve support operations.
- Work across departments to connect support priorities with business objectives.
- Communicate clearly with customers and colleagues in English and Spanish.
- Define and track customer support KPIs.
- Drive ongoing improvements to make support more efficient.
- Hire, onboard, and develop customer support staff.
- Build a constructive, collaborative team environment.
Requirements
- A bachelor’s degree in a relevant discipline; additional certifications are a plus.
- At least four years of customer support experience.
- At least two years in a customer support leadership position.
- A strong grasp of SaaS and strategic customer support in relevant industries.
- Fluency in English and Spanish.
- Experience with usage-based and subscription business models.
- Experience with CRM service modules; Salesforce is preferred.
- Familiarity with automation tools and workflows.
- Strong communication and interpersonal abilities.
- Strategic judgment and the ability to deliver results.
Benefits
- An autonomous, flexible role at a growing international organization.
- Flexible remote work.
- Ongoing learning and career development.
- Financial support for technical certifications and other learning.
- Competitive pay.
- An indefinite-term contract.
- Pay negotiable based on experience.
- Work with a diverse team across the Americas and Europe, with flexibility to work from anywhere.
- A culture of ownership and the opportunity to contribute to company success.
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