Customer Support

hace 7 días

Medellín, Antioquia, Colombia RVStaffing A tiempo completo

Customer Support Specialist, Medellín

Hybrid – Full-Time

We are a rapidly growing fitness concept revolutionizing how people experience high-intensity interval training. Our model offers fast-paced, 40-minute group workouts that start every 10 minutes — designed for maximum flexibility, results, and accessibility. As we expand across North America, we're looking for motivated team members to help drive membership growth and build strong communities around new studio locations.

We're currently seeking a Customer Support Specialist to engage high-intent leads through calls, SMS, emails, and live chat, ensuring a smooth journey from first interest to conversion. If you're an excellent communicator, proactive, and passionate about guiding customers toward the right solutions — this is your opportunity to make a meaningful impact.

Position Summary

As a Lead Nurturing Specialist, you'll play a critical role in supporting the pre-launch and ongoing success of our studios. Your primary mission is to nurture warm and hot leads by building trust, answering questions, and guiding them through the sales funnel — always maintaining brand alignment and exceptional service standards.

What You'll Do
  • Engage leads through calls, SMS, email, and live chat to build relationships and drive conversion.
  • Follow up promptly with leads to keep them moving through the sales pipeline.
  • Respond quickly to inbound calls, texts, and emails, providing accurate and helpful information.
  • Return missed calls on the same day or during the next shift if received outside business hours.
  • Follow up on voicemails to provide support and keep prospects engaged.
  • Execute outbound call campaigns aligned with marketing efforts to educate, answer questions, and convert leads.
  • Identify and prioritize "hot" leads, ensuring contact within 5 minutes of submission.
  • Maintain accurate records in CRM systems including BrandBot, MarianaTek, and internal Google Forms.
  • Communicate any service disruptions promptly and effectively to the Team Lead or Operations Manager, offering alternative solutions as needed.
  • Actively participate in weekly team meetings to align on goals and share feedback.
  • Provide weekend support on a rotating schedule (Saturday and Sunday).
  • Support team members by sharing insights, assisting with tasks, and troubleshooting issues.
  • Follow all company policies, procedures, and quality assurance standards for processes like freezes, cancellations, transfers, purchases, and bookings.
What You'll Bring To The Team
  • Excellent verbal and written communication skills
  • Sales-oriented mindset with strong persuasion skills
  • Ability to multitask and manage time effectively in a fast-paced environment
  • Proficiency in CRM tools (BrandBot, MarianaTek) and general tech savviness
  • Quick thinking and strong problem-solving skills
  • Collaborative mindset and ability to support teammates
  • High adaptability and professionalism when interacting with customers
  • Commitment to meeting team KPIs and quality standards
What We Offer
  • Hybrid full-time position with flexible scheduling and great salaries
  • Collaborative, performance-driven team environment
  • The opportunity to help grow an innovative fitness brand
  • Real impact in driving membership growth and supporting new studio launches
  • Career development potential as the organization expands

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