Customer Support Agent, Passport Services (Voice)

iVisa; Colombia; Remote; COP 22,320,000 - 40,176,000; Full time

Job summary

iVisa is expanding its Colombia-based team to support passport customers over the phone. You will handle scheduled calls, guide applicants through the process, and ensure clear, accurate information is documented in our CRM. The role emphasizes concierge-level service, ownership of cases, and the ability to manage calls during U.S.

business hours from Colombia. The position requires near-native English, strong communication skills, and at least one year in a phone-based customer service role.

Qualifications

• Near-native (C2) spoken English is required.
• Strong written English for accurate customer documentation.
• At least 1 year of customer service experience with meaningful phone-based support.
• Ability to clearly communicate with U.S. customers during shift.

Responsibilities

• Call scheduled customers at booked appointment times and guide them through passport applications.
• Explain requirements, timelines, and next steps clearly.
• Resolve customer questions and issues during calls when possible.
• Remain calm with frustrated customers and escalate when needed.
• Own cases end-to-end, with follow-ups and documentation in CRM.
• Monitor KPIs such as CSAT and response times.

Skills

Near-native English (C2)

Strong written English

1+ year customer service

Phone-based support

Scheduling calls with customers

Tools

CRM systems

Job description

We're growing! Do not miss the opportunity to be a part of our Customer Support Agent, Passport Services (Voice).

Read this before applying: To respect your time, please apply only if you have a near-native (C2) level of spoken English. This is an essential requirement for the role and will be assessed during the interview process. Candidates who do not meet this level will not be able to move forward in the selection process, so we encourage you to carefully consider your English proficiency before applying.

Description

HelloGov AI and iVisa have come together to build one global team focused on making government and travel processes easier for consumers to navigate. Following the combination of our companies, HelloGov AI serves as the parent company, with iVisa operating as its subsidiary. Together, we bring technology, travel expertise, and customer service under one organization supporting customers across passports and travel visa services.

As part of our continued growth, we are expanding our operations in Colombia and building a dedicated team to support passport customers. This is an opportunity to join a growing international organization at an exciting stage, help build a new team from the ground up, and grow with us as we continue building the future of HelloGov AI and iVisa together.

The Role

You will support English speaking customers throughout their passport applications entirely by phone. Calls are scheduled in advance: customers book a time, and you call them at their scheduled appointment.

Our customers are applying for an important document, often under time pressure or while navigating a government process that can be difficult to understand. Your job is to make the process clear, keep their application moving, and leave them confident that their case is being handled.

The standard is concierge-level service: warm, professional, polished, patient, and solutions-oriented. Every customer should leave the call feeling that someone knowledgeable has taken ownership of helping them. This is a new team and the first people in it will shape it. iVisa runs three agent levels with defined promotion criteria based on quality, customer satisfaction, and how you take ownership within the team, and there are paths into team lead, quality, and training roles from here. As the team matures, that structure comes with it.

What you will do

• Call scheduled customers at their booked appointment times and guide them through their passport applications
• Clearly explain requirements, documentation, timelines, and next steps
• Resolve customer questions and issues during the call whenever possible
• Handle frustrated or concerned customers calmly and professionally
• Escalate cases appropriately when additional support is required
• Own customer cases from beginning to resolution, including necessary follow-ups
• Document every customer interaction accurately in our CRM
• Identify recurring customer issues and share insights that can help improve our processes
• Own your cases end to end. If a customer’s problem needs three calls, a document chase, and a follow-up, that is your responsibility to make sure it is solved. We do not hand a customer off without a resolution
• Take ownership of the customer experience, every customer you speak to should come off the call feeling that someone competent has this handled
• Monitor and manage your performance against established KPIs, including CSAT, QA scores, and response times

This is a voice-focused position. Your day will primarily consist of scheduled customer calls rather than chat or email support. Working hours are fixed and aligned with United Sates business hours.

Requirements

• Near-native (C2) spoken English is required
• Strong written English for accurate customer and case documentation
• At least 1 year of customer service experience with meaningful phone-based experience
• Ability to clearly and confidently communicate with U.S. customers throughout your shift
• Ability to understand a variety of speakers, including fast speakers, regional accents, elderly customers, and customers with varying phone connections
• Comfortable navigating multiple systems while actively engaging with customers on the phone
• Ability to work a fixed schedule aligned with U.S. business hours
• 8am to 5pm Colombia time, Monday to Friday.
• Ability to work on U.S. business days, which may not always align with Colombian holidays
• Availability to adjust working hours by one hour when the United States transitions to and from daylight saving time
• Coverage is required on US business days, which do not always match Colombian holidays. Time off is scheduled in advance around team coverage.
• As the team grows we may add a second shift with later hours to cover the US West Coast. You would not be moved to it without discussion.

Remote Work Requirements

• Stable internet with a minimum of 50 Mbps download and 10 Mbps upload (wired connection strongly preferred)
• Quiet, dedicated workspace with no background noise during working hours
• Backup connectivity plan, such as a mobile hotspot, in case of an outage
• Professional audio quality suitable for speaking with customers throughout the day

Qualifications

• Experience supporting U.S. or other native English-speaking customers is strongly preferred
• Experience in a structured, metrics-driven customer support or call center environment is a plus
• Strong verbal communication and active listening skills
• Strong problem-solving and de-escalation abilities
• Customer-focused and committed to delivering a high-quality experience
• Resourceful and willing to find solutions when the obvious answer does not work
• Detail-oriented with a strong focus on accuracy and compliance
• Accountable and comfortable owning cases and performance metrics
• Organized, dependable, and able to manage follow-ups independently
• Adaptable and comfortable joining a new team as processes and operations continue to evolve

As part of the selection process, candidates will complete a recorded spoken English assessment and a live customer-service roleplay in English. Candidates will be evaluated on clarity, listening comprehension, communication, and how easily they can be understood by a U.S. customer.

• Remote position based in Colombia
• Fixed and predictable working schedule
• Opportunity to join a new Colombia-based team from the beginning
• Be part of a growing international organization serving customers across multiple markets
• Opportunity to contribute to the development of new processes and customer experience standards
• Professional development and career growth opportunities as the organization expands

We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic under applicable law.