Customer Care Specialist Remote (Colombia-based)

Preply; Bogotá ciudad; Presencial; COP 24.000.000 - 40.000.000; Jornada completa

Descripción de la vacante

Preply is hiring a Customer Support professional to help users with live chat and written inquiries. You will identify issues, work with product teams, and collect user feedback to improve the service.

Candidates should have experience in live chat support, fluent English, strong communication and analytical skills, and a customer-centric mindset. The role involves a flexible schedule and collaborating in a fast-paced, international environment.

Formación

• Experience providing support through live chats.
• Fluent in English with strong written and spoken communication.
• Ability to analyze issues and propose solutions.
• Excellent customer service orientation and empathy.
• Strong teamwork and collaboration with cross-functional teams.
• Ability to learn quickly and improve processes.

Responsabilidades

• Answer customers’ questions and resolve issues via live chat and email.
• Identify problems and escalate to the appropriate team.
• Collect and track user feedback to inform product improvements.
• Collaborate with product teams to address recurring issues.

Conocimientos

Live chat support

English fluency

Analytical skills

Written and verbal communication

Team collaboration

Customer-centric mindset

Proactive problem solving

Self-improvement

Descripción del empleo

At Preply, we’re all about creating life-changing learning experiences. We help people discover the magic of the perfect tutor, craft a personalized learning journey, and stay motivated to keep growing. Our approach is human-led, tech-enabled - and it’s creating real impact. So far, 90,000 tutors have delivered over 20 million lessons to learners in more than 175 countries. Every Preply lesson sparks change, fuels ambition, and drives progress that matters.

Our impact in one sentence:

To guide and support users with their interactions on Preply, and to resolve any issues they may face by becoming a true Customer Advocate.

At least 5 reasons to join our Customer Support Squad

• Our international team is constantly growing, and now you can join +100 bright specialists among 8 teams, empowered by experienced managers from world top-notch companies (Booking, Uber).
• Flexibility is a must for us, but also a big advantage. Preply supports customers 24/7, so you’ll have a monthly rotating schedule with 9-hours shifts, and not less than 11 hours gap between them to have a proper rest.
• To make your professional development more efficient, our trainers will support you not only through the onboarding but also after, with additional support to set you up for success.
• No calls—only written communication via chats, emails, and social.
• We have a really dynamic environment and fast working pace with reasonable goals and clear KPIs for you to be confident in what the team expects from you.

What you’ll be doing

• Answer customers’ questions and resolving any issues that they may be facing;
• Identify problem areas and flagging them to the concerned team;
• Ensure customer satisfaction, and work on collecting and tracking user's feedback;
• Work closely with the product teams to resolve issues and share customer feedback;

What you need to succeed

• Previous experience providing support through live chats
• Fluency in English
• Strong technical and analytical skills;
• Ability to provide proactive and innovative solutions;
• Outstanding written and verbal skills;
• Ability to understand customer's needs;
• Ability to work in teams;
• A customer-centric, empathetic mindset with excellent listening skills;
• An ability to focus on what counts, creating simple solutions to deliver fast results;
• A passion for learning and desire for self-improvement.
• Computerwith i5 or i7 processor, 16GB RAM, 256 GB SSD
• Internet connection of at least 30mbs

Our recruitment process at Preply:

We want your recruitment experience with us to be as smooth and enjoyable as possible! Here’s what to expect:

• Introductory Video Call: This is a quick, friendly video interview step for us to get to know you a bit better. You will have to record you answering some questions and a short writing assessment that will allow us to know more about your background, experience, and your motivation.
• Technical Interview with the CS Team Lead: The final step is a technical interview with one of our CS Team Leads. Don’t worry—this is where we’ll dive into your skills and see how they align with the job, making sure you’re set up for success.

Each stage is designed to help us learn more about you, while giving you insights into what it’s like to work with us. We’ll keep you updated every step of the way!