Customer Support Representative – Remote

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Filta A tiempo completo

Location: Work From Home – Accepting candidates from Bogota, Cali, or Medellin

Schedule: Monday to Friday, 9:00 AM – 6:00 PM (Colombia Time)

About the Company

Our client is a fast-growing, Australian-based global intimates brand dedicated to creating beautifully designed lingerie that inspires confidence and empowers its community. As they rapidly expand their global customer base, they are seeking a passionate and detail-oriented Customer Support Specialist to deliver an exceptional, high-quality, and thoughtful service experience. You will be joining a supportive, collaborative team that is helping to build a high-impact, globally recognized brand.

Why You'll Love Working With Us

  • An indefinite contract that includes all the Colombian government benefits.
  • 2 paid Family Days.
  • 3 additional Paid Time Off per year.
  • Private healthcare with dental insurance for the employee and one dependent.
  • Computer will be provided + internet allowance.
  • 1 birthday leave + birthday cake.
  • Filta starter kit.
  • First-day lunch and regularization whim.
  • Welcome and anniversary gifts.
  • Monthly social activities.
  • End of year meeting + hamper.
  • Year-round employee support by the Experience Team.
  • Unlimited sessions with Filta wellness professionals.
  • Office occasional access.

What You'll Be Doing

Reporting directly to an Australia-based manager, you will be part of the Customer Experience team, contributing to e-commerce operations and overall brand success. As the frontline of the customer experience, you will support our US customers and ensure every interaction is reflective of the brand's high standards. Your key responsibilities will include:

  • Managing daily customer inquiries across platforms like Gorgias and other social platforms (Facebook Messenger).
  • Supporting e-commerce operations using Shopify, handling orders, returns, exchanges, and account concerns.
  • Troubleshooting shipping and delivery issues, which includes carrier follow-up and order investigations.
  • Assisting with backend e-commerce tasks, such as ensuring accuracy for product uploads (titles, descriptions, imagery, variants).
  • Representing the brand's voice with a warm, approachable, and solution-focused attitude in all communications.
  • Responding promptly to online chat and customer messages in real-time.

What You'll Bring

To thrive in this role, you should be self-motivated, highly organized, and committed to world-class customer service.

  • Experience:
    Proven experience with Gorgias or similar customer support/ticketing systems.
  • E-commerce Proficiency:
    Confidence and hands-on experience using the Shopify platform.
  • Communication Skills:
    Strong written communication skills with a friendly, positive, and professional tone.
  • Problem-Solving:
    Excellent problem-solving abilities, particularly related to logistics, shipping, and complex order issues.
  • Work Style:
    Highly organized, detail-driven, and capable of juggling multiple tasks effectively.
  • Experience:
    Familiarity with a returns management system like Loop Returns or similar program.

Bonus Points For

  • Knowledge or prior experience with Okendo, Klaviyo, Cin7, or WMS systems.
  • Experience contributing ideas and supporting initiatives for a rapidly expanding global brand.

Ready to Apply?

We're excited to meet you. Click Apply, upload your CV, and complete our brief questionnaire.

Want to fast-track your application? Connect with Andrea Pérez at or
LinkedIn.

Important: This role is open to Colombian citizens only. Applications must be submitted in English.

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