Client Experience Specialist — SaaS & B2B Support

Jobtailor; Medellín; Presencial; COP 33.480.000 - 50.220.000; Jornada completa

Descripción de la vacante

Jobtailor in Medellín seeks a dedicated Customer Support Specialist to be the first point of contact for customers and supported employees. You will respond to inquiries via phone, email, and chat, upholding SLAs and a customer-first approach.

In this role, you will provide accurate information about services, resolve issues, and escalate when needed, while maintaining ownership of the resolution and continuously seeking to improve the customer experience.

Formación

• Proven experience in customer service, preferably in a B2B or SaaS environment.
• Strong communication skills, both written and verbal, with empathetic delivery.
• Ability to build rapport quickly and manage customer relationships professionally.
• Strong problem-solving skills for high-pressure situations.
• Familiarity with CRM tools and customer support software (DevRev, Superblocks, Airtable) a plus.
• Attention to detail and commitment to high customer satisfaction.
• Ability to work independently and in a collaborative team.
• Positive, can-do attitude.

Responsabilidades

• Serve as the first point of contact for customers and supported employees, responding to inquiries via phone, email, and chat in a timely, professional manner while adhering to established SLAs.
• Provide accurate and relevant information regarding services, processes, and solutions, ensuring that every interaction is aligned with our customer-first approach.
• Resolve customer issues and challenges promptly, escalating to the appropriate internal teams as needed while maintaining ownership of the resolution process.
• Monitor and maintain customer satisfaction metrics, proactively working to maintain or improve scores through exceptional service and effective issue resolution.
• Continuously strive to enhance the customer experience by identifying areas for improvement and suggesting initiatives.

Conocimientos

Customer service

Communication skills

Relationship building

Problem solving

CRM tools familiarity

Herramientas

DevRev

Superblocks

Airtable

Descripción del empleo

Jobtailor in Medellín seeks a dedicated Customer Support Specialist to be the first point of contact for customers and supported employees. You will respond to inquiries via phone, email, and chat, upholding SLAs and a customer-first approach.

In this role, you will provide accurate information about services, resolve issues, and escalate when needed, while maintaining ownership of the resolution and continuously seeking to improve the customer experience.