Customer Support Representative (Colombia)

New

OwnerB2B SaaS / Technology

Remote - Colombia, Shifts that vary between 7:00 AM – 4:00 PM or 11:00 AM – 8:00 PM PST; open weekend availability required.Full-TimeMiddle

SalaryThe estimated yearly compensation for this role is the local equivalent to $20,000 USD ($1666 USD/month)

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Job Details

3-5+ years of customer support or customer service experience in B2B SaaS, technology, e-commerce, or software-driven environments.
Proven success in a high-volume, fast-paced support role.
Fluency in Spanish and English (C1/C2) with strong written and verbal communication skills.
Experience handling escalations and complex customer issues with professionalism and empathy.
Demonstrated ability to support teammates through mentoring or acting as a subject-matter expert.
Experience working in a CRM environment, specifically Salesforce.
Familiarity with telephony systems such as Intercom or TalkDesk.
Strong organizational skills and ability to manage multiple cases simultaneously.
Ability to stay calm and solution-oriented under pressure.
Reliable home workspace with high-speed internet and minimal background noise.
Open weekend availability and flexibility to work both morning and evening shifts.

Deliver timely, accurate, and empathetic support across a high volume of inbound phone calls, as well as some chats and emails.
Manage multiple concurrent conversations and tasks while maintaining strong organization and prioritization.
Take ownership of complex or high-priority issues using structured problem-solving.
Meet or exceed a 90%+ customer satisfaction score while maintaining quality and accuracy.
Document customer interactions clearly and thoroughly in Salesforce.
Collaborate with teammates in Slack to provide consistent support.
Share knowledge and feedback to help improve tools, processes, and documentation.

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