Customer Experience Agent

hace 2 semanas

Medellín, Antioquia, Colombia Customer First A tiempo completo

Customer Experience Agent (Remote)

40 hours/week | Hourly | Weekend availability is needed

Customer First, LLC is hiring a Customer Experience Associate to support our global customer community through Zendesk. You'll handle high-volume, high-empathy tickets and partner with support leadership by sharing feedback on what customers are asking for and where our macros/Help Centre guidance could be clearer.

English Applications only. Apply here:

What you'll do

  • Support customers in Zendesk across key ticket types: damaged items, delivered-but-not-received, quality/shelf-life education, discounts/promotions, rewards/VIP, order amendments, and allergy reactions (with policy-based escalation as needed)
  • Write clear, calm, brand-right responses and de-escalate tense conversationsWork quickly and accurately in a high-volume queue (we'll ask about the volume/targets you've worked against)
  • Follow fast-changing guidance (inventory/out-of-stock changes, replenishment windows, exceptions) without freezing
  • Use structured escalation pathways and document cases clearly
  • Provide feedback to help leadership improve macros, FAQs, and Help Centre resources by flagging gaps, confusing guidance, and repeat-contact themes.

Must-haves

  • Ecommerce customer support experience (2 years min)
  • Zendesk experience (required)
  • Shopify familiarity
  • Fluent written/reading English
  • Proven remote work experience + strong time management
  • Coachable, adaptable, and able to operate when AI tools are down (macros/resources-first)

Nice-to-haves (key differentiators)

  • French fluency (top priority); German next; Italian a plus
  • Beauty/skincare vocabulary familiarity
  • Slack familiarity
  • Strong typing speed and comfort with measurable throughput targets

Compensation: $5-6 USD/hour (based on skills/experience).

Job Type: Full-time

Language:

  • English (Required)

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