Senior Customer Support
P
PairedReal estate leads
ColombiaFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- Excellent written and spoken English.
- Experience
- 3+ years of experience in customer support, customer service, or another B2B customer-facing role.
- Required Skills
- Process improvementCRMCustomer support
Requirements
- Have 3+ years of experience in customer support, customer service, or another B2B customer-facing role.
- Have excellent written and spoken English.
- Have experience guiding teammates, training others, or improving support processes.
- Use strong judgment when handling frustrated customers and escalations.
- Take an organized, detail-oriented approach to managing multiple requests.
- Be comfortable using ticketing platforms, CRMs, and reporting tools.
- Be comfortable with Freshdesk and GoHighLevel, which the team uses.
- Bring a problem-solving mindset and the ability to work across teams.
- Real estate experience is a plus.
Responsibilities
- Coordinate incoming support requests and ensure customers receive prompt, helpful answers.
- Handle complex or sensitive customer issues and follow them through to resolution.
- Review support conversations and coach the team on accuracy, empathy, and professionalism.
- Track response times, resolution rates, customer satisfaction, and support quality.
- Create clear processes, training materials, and knowledge base resources.
- Help onboard and train new support team members.
- Work with Customer Success, Technology, and Refunds teams to resolve issues and improve workflows.
- Identify opportunities to use automation and technology to make support more efficient.
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