Customer Experience Specialist - LATAM - No call center, No Massive Hiring

Colombia, COL

Customer Experience Specialist - LATAM - No call center, No Massive Hiring

Are you experienced in customer service and have an interest in the tech/eComm industry?

  • Join a proven, high-growth tech start-up with offices in the United States, Australia, the Philippines, and LATAM, this is an opportunity for you.
  • Exposure to the best eCommerce brands globally and the rapidly growing Shopify ecosystem.
  • Indefinite contract with additional Filta benefits and perks in your country. 

 

About the Company 

Want to work for a customer-marketing platform trusted by 1,000+ of the world’s fastest-growing consumer brands like Kim Kardashian’s brand, SKIMS? The platform is a suite of integrated marketing products including customer ratings and reviews, UGC, and Q&A which brands use to build trust, drive sales, and maximise customer lifetime value.

 

About the Role 

This role will provide a forward-thinking and passionate support engineer with the opportunity to shape the customer support function and deliver an awesome user experience in the North American region within a fast-growing team, dedicated to creating amazing products.

 

Key Responsibilities and Accountabilities 

  • Handle customer-facing chat system and onboarding merchants.
  • Providing first-level support; assisting customers with general and software-related queries, instructing users on how to use new features and troubleshooting issues that have been reported.
  • Coordinating and resolving incidents/troubleshooting and escalating them to the development/customer success teams when necessary.
  • Contributing to the maintenance of the internal documentation and customer-facing knowledge base.
  • Complete essential follow-up documentation after each interaction.
  • Ensuring merchants have a quick response time by staying on top of your assigned tickets/chats.
  • Act as a business coach and think about the merchant’s business holistically when offering solutions.
  • Actively asks for company’s app reviews.
  • Coordinate and oversee the installation of the company for Essential and Growth merchants.

 

Position Requirements

  • 3+ years of experience in customer service with a strong customer support background - mainly through chat and email.
  • Experience with Shopify is a plus / or the willingness to complete a Shopify course during the selection process.
  • You should have clear and concise English written and verbal communication skills, with the ability to engage technical and non-technical users.
  • You should be confident in troubleshooting, debugging, and problem-solving.

 

About You 

You must be someone who has a passion for Customer Service. You value the team and can work with different types of people to achieve one goal. You are honest and take accountability even for mistakes.

 

Benefits and Perks

  • An indefinite contract that includes all the government benefits.
  • 15 vacation leaves per year.
  • 5 additional Paid Time Off per year accrued from day one.
  • 1 additional birthday leave after regularisation.
  • Birthday cake. 
  • Private Healthcare with Dental insurance for the employee and one dependent within the 1st month.
  • Year-round employee support by the Experience Team.
  • Social activities for staff to build professional networks with like-minded industry professionals.
  • Career guidance and growth sessions with our Experience Team.
  • WeWork full access.

 

Shift Time  

  • 9:00 am to 6:00 pm Colombia Time, Monday to Friday - Work from Home.

 

What’s Next? 

Click the Apply button, attach your CV, and complete the questionnaire to be considered.  

Please note you must be a Latinoamerican citizen and submit your application in English.  

As this is an urgent requirement, if you want to fast-track your application, please email Carolina Anduquia at carolina@filtaglobal.com 

 

We’re encouraging you to refer a friend or your former colleague to join our growing Filta family!

What’s in it for you?

For every successful referral, we’re rewarding you with 750,000 Colombian Pesos! (That’s 375,000 COP on the 2nd week of your referral and another 375,000 COP after regularisation)

There’s really no limit in referring, so refer as much as you can!

 

Don’t forget to join these communities and follow us on:

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