International Customer Service Consultant

International Customer Service Consultant to join our team. Are you ready to make a global impact and help clients thrive in the digital health and fitness industry? Join our Medellín-based team and contribute to our mission of creating a healthier and happier world. This is a work-from-home position based in Colombia, but we are a remote-friendly company, meaning you can work from other locations within the Americas for up to 4 weeks at a time, for a maximum of 12 weeks per year. This is a full-time position. What this role looks like As an International Customer Service Consultant, you will support clients across all our markets, ensuring they receive outstanding service and guidance. Your role will focus on delivering excellent customer support, strengthening client relationships, and driving customer success. Some of your key tasks as an International Customer Service Consultant: Be the first point of contact for our customers via phone and email; Deliver excellent customer service by engaging with customers and ensuring a high level of satisfaction; Build and nurture customer relationships to enhance retention and loyalty; Offer creative solutions, handle objections, and de-escalate challenging client situations; Encourage upselling and cross-selling to maximize customer lifetime value; Address churn risks, cancellations, and payment-related queries; Investigate and resolve system issues collaboratively with the product department; Contribute to departmental process enhancements through feedback and project participation. What you will bring to the team: Fluent English proficiency (written and verbal) is required. Strong written and oral communication skills. Additional languages are a bonus. Prior experience in SaaS/software customer support (this is not a call center role). You are tech-savvy and a natural problem solver who can empathize with customers. Organized, detail-oriented, and able to manage time effectively. Ability to follow instructions and established processes. You embrace change and take initiative with a positive attitude. Confident, adaptable, and proactive in customer interactions. Important note: Apply if you meet at least 70% of the criteria! At Virtuagym, we hire talent, not just resumes. If you're a fast learner and motivated, we’d love to hear from you! Why Virtuagym? 🌎 Remote-friendly: you can work from home in Colombia whenever you like. 🍫 A Pluxee Card provided with a monthly balance that can be used to purchase groceries and essential food items at a wide network of partner stores. 🌴 21 holidays (on a US based holidays calendar, based on a full-time contract) 💻 We provide your home office set-up hardware. 💪 The Virtuagym Health Program: a monthly contribution towards your gym subscription, and a full Virtuagym at Work Premium Access ✈ Work from abroad for up to 12 weeks a year with a maximum of 4 consecutive weeks in LATAM or even Around the World!. 💬 Unlimited access to on-demand coaching with psychologists via chat, phone, or video call through the platform OpenUp. Cultural perks: 📈 Many opportunities for personal and professional growth within the company. 😎 A fun, healthy, and international work environment made up of over 35+ nationalities. 🗣 We believe in a flat hierarchy with room to take ownership: your voice will be truly heard. ⚽ Organized Virtuagym sports events throughout the year. 🎉 Awesome company events such as New Year's dinners, summer outings etc. About Virtuagym Virtuagym is a leading and fast-growing innovator in the digital health and fitness domain, offering a Software as a Service solution and multiple native apps to users worldwide. We offer coaching and management solutions for trainers, studios, clubs and corporate wellness, all with the vision to make the world a healthier and happier place. Virtuagym is an ambitious, passionate and multicultural team of talented people who want to create a healthier world for all. We believe in teamwork, challenging each other, being bold and adventurous, working lean, taking care of each other and sharing success. As a scale-up, we embrace our diversity, international character and our flat hierarchy that promotes great freedom, taking ownership and making a true impact. Our talented staff of 200+ employees are based out of two locations: Amsterdam, NL, and Medellin, CO. Every day with us will be an opportunity to cultivate and evolve your personal and professional skills, as well as to make a significant impact on a global scale. At Virtuagym everyone can grow, whatever background you bring with you. We are not just colleagues, we are friends, willing to help and support each other. By joining us, you become a part of a joyful and energetic team. Ready to join us? Please do not hesitate to apply by clicking the ‘Apply for this Job’ button below! We will get back to your application within 10 working days. For any questions on the vacancy, please get in touch with the recruitment team at [email protected] Afdeling Customer Success Locations Barranquilla, COL, Bogota, COL, Bucaramanga, COL, Cali, COL, Cartagena, COL, Medellín, CL Remote status Fully Remote