Customer Experience Specialist - Colombia

Customer Experience Specialist

Location: Remote — Colombia

Employment Type: Full-time

We're looking for a sharp, service-minded Customer Experience Specialist to be the front line of our account relationships. You'll make ordering effortless, resolve issues quickly, and keep our providers confident that we have their back — all while collaborating daily with our U.S.-based team across phone, email, and CRM channels. This role sits at the intersection of sales support, order management, and customer care, so you'll need to be highly organized, technically fluent across systems, and comfortable toggling quickly between tasks and platforms without dropping a beat. If you take pride in prompt, proactive support and love keeping every touchpoint accurate and on time, we'd love to meet you.

Benefits and Compensation

• Permanent Work from Home
• Paid Time Off
• Monthly Performance Bonus
• Annual Bonus
• Health Allowance

What you'll do

• Inbound Customer Support: Answer incoming calls and messages promptly and professionally, assisting accounts with orders, product questions, account updates, and issue resolution.
• Proactive Outbound Outreach: Conduct outbound calls and follow-ups — order confirmations, reorder reminders, issue resolution, and account check-ins — to support retention and a best-in-class customer experience.
• Order & Systems Management: Process, track, and manage orders in NetSuite, pulling account and order information accurately and resolving discrepancies as they come up.
• CRM & Account Records: Log activity, manage records, and track customer interactions in HubSpot to maintain accurate, up-to-date account histories.
• Cross-Functional Coordination: Partner with shipping and logistics to track fulfillment and resolve delivery issues, and collaborate with inside and outside sales to support accounts and hand off opportunities seamlessly.
• Continuous Improvement: Surface recurring issues and customer feedback to help refine processes and improve the overall customer experience.

What you'll bring

• Familiarity with NetSuite and HubSpot, or a demonstrated ability to learn new systems quickly.
• Proven ability to manage and switch between multiple software systems and tasks simultaneously without losing accuracy.
• Strong organizational skills and a responsive, detail-oriented work style.
• Excellent verbal and written communication skills; confident on the phone for both inbound and outbound calls.
• A professional, customer-first demeanor with a track record of prompt, reliable follow-through.
• Ability to collaborate effectively across teams and departments.
• Experience in customer experience, customer service, account management, or inside sales support is a plus.
• A reliable internet connection and a dedicated home workspace.

How you work

• Problem solving: You dig into issues, weigh the options, and land on practical solutions.
• Teamwork: You work well with others and pitch in wherever the team needs support.
• Sound judgment: You use good judgment and know when to act and when to ask.
• Planning & organizing: You plan ahead, stay organized, and keep track of the details.
• Professionalism: You represent the team and company well in every interaction.
• Quality focus: You take pride in accurate, well-done work.
• Dependability: You show up, follow through, and can be counted on.
• Ethics: You act with integrity and honesty in everything you do.