Customer Experience Specialist

📍 Location: LATAM

📝 Contract: Full-time, Permanent

❗ Only CVs in English will be accepted

Role and Company Overvie

Responsibiliti

• es:Manage the CX queue across email, chat, and helpdesk channels, keeping response and resolution times within tar

• getHandle social media CX — DMs and comments — in each brand's voice as nee

• dedResolve customer inquiries using existing SOPs and playbooks with accuracy and c

• areTroubleshoot common issues independently and escalate complex or sensitive ones at the right t

• imeKeep customer records and documentation clean so context is never l

• ostWork alongside AI support tools, owning the tickets that require a human to

• uchParticipate in team meetings, syncs, and account check-

• insFlag process gaps and suggest improvements as the team sca

les

Requireme

• nts:3+ years of customer support / CX experience, ideally for a DTC, e-commerce, or CPG b

• randExcellent written English — clear, warm, on-brand, and error-

• freeComfort with helpdesk tools (Gorgias, Zendesk, or simi

• lar)Strong organizational habits and attention to de

ment

Nice to

• Have:Experience supporting multiple brands or accounts simultane

• ouslyFamiliarity with retention concepts (subscriptions, post-purchase experience, win-

• back)Social media CX experience (DMs / comments for a b

• rand)Experience writing or improving SOPs and CX document

ation

Software and Tools

• Used:G

• orgiasZ

endesk