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Customer Experience Specialist

hace 1 mes

Medellín, Antioquia, Colombia Podium A tiempo completo
Unlock Career Opportunities with Podium

At Podium, we empower local businesses to thrive through innovative technology and exceptional customer support. As a Customer Experience Specialist in our Medellín office, you'll be part of a dynamic team that fosters growth, creativity, and success.

About the Role:

This is a unique opportunity to join a fast-growing company as a Customer Experience Specialist. Your primary responsibility will be to deliver exceptional customer experiences through timely and accurate resolutions, ensuring customers get the most out of our platform. You'll work closely with various departments, including Sales, Onboarding, Account Management, Retention, and more.

Key Responsibilities:
  • Provide top-notch customer support through voice and written interactions, addressing how-to questions and troubleshooting the Podium platform.
  • Become an expert in Podium products, understanding both technical and customer use-case aspects.
  • Identify opportunities to enhance customer value, proposing innovative solutions to maximize their experience.
  • Collaborate with internal teams to increase organizational efficiency, share valuable feedback, and drive customer satisfaction.
  • Work with external partners to ensure seamless communication and resolve any issues that may arise.
Requirements:
  • Fluency in English is mandatory.
  • Availability to work within U.S. business hours.
  • Geographic location in Medellín, Colombia.
  • Commitment to working onsite at our Medellín office.
  • 2-3 years of experience in Software-as-a-Service (SaaS) customer support, with a proven track record of influencing customers positively.
  • Demonstrated background in providing support for multiple online software or SaaS products and/or IT experience.
  • The ability to balance individual work and ambiguity while contributing to improving customer satisfaction.
  • Multiple examples of prioritizing high-impact work amidst competing demands.
  • Familiarity with basic web technologies (e.g., HTML, CSS, JSON, JavaScript).
  • Experience navigating and working with multiple support systems (e.g., Salesforce, Twilio, ServiceNow, Zendesk, Freshdesk, Service Cloud, LiveAgent, Intercom).
What We Offer:
  • Growth opportunities and professional development.
  • The General Pension System.
  • Public Health Insurance.
  • Occupational Risk Insurance.
  • Complimentary Social Services.
  • 15 days of paid time off, accruing at 1.25 days per month.
  • 18 national holidays.
  • Maternity and paternity leave.