Customer Support Specialist

TradeQuo Global; Medellín; On-site; COP 44,640,000 - 78,120,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive onboarding

Career growth

Job summary

TradeQuo Global in Medellín is hiring a proactive Customer Support Specialist to be the first point of contact for international clients across email, chat and phone. You will resolve issues, document interactions in CRM, and ensure high CSAT while meeting SLAs.

Collaborate with Product, Operations, Sales and Tech teams; join a friendly international crew with onboarding and ongoing training, and clear opportunities for growth.

Qualifications

• 2+ years in Customer Support or similar client-facing role.
• Ability to write professional emails in English.
• Experience with international clients is a plus.

Responsibilities

• Handle customer inquiries via email, chat, phone and other channels.
• Troubleshoot and resolve issues, escalating complex cases to the right teams.
• Document all interactions accurately in our CRM and follow up until resolution.
• Meet SLAs and maintain high CSAT; spot recurring issues and suggest improvements.
• Work closely with Product, Operations, Sales and Technical teams.

Skills

Customer service

English writing

Multitasking

Communication

Problem-solving

Education

Bachelor's degree in Business/IT/related

Tools

Zendesk

Salesforce

HubSpot

Freshdesk

Intercom

Jira

Slack

Google Workspace

MS Office

Job description

We are looking for a proactive, customer-focused Customer Support Specialist to join our growing team in Medellín. You will be the first point of contact for our international clients, helping them quickly and professionally across email, chat and phone, and making sure every interaction leaves a great impression.

• Handle customer inquiries via email, chat, phone and other channels;
• Troubleshoot and resolve issues, escalating complex cases to the right teams;
• Document all interactions accurately in our CRM;
• Follow up with customers until every issue is fully resolved;
• Meet SLAs and maintain high customer satisfaction (CSAT);
• Spot recurring issues and suggest process improvements;
• Help maintain and improve our knowledge base;
• Work closely with Product, Operations, Sales and Technical teams.
• 2+ years in Customer Support, Customer Service, Customer Experience or a similar client-facing role;
• Confident writing professional emails and explaining processes clearly in English;
• Experience with tools such as Zendesk, Salesforce, HubSpot, Freshdesk, Intercom, Jira, Slack, Google Workspace or MS Office;
• Technical, technologist or bachelor's degree in Business, International Business, Marketing, Communications, Industrial Engineering, IT or a related field;
• Empathy, strong organisation and the ability to multitask in a fast-paced environment.
• Experience in FinTech, Forex, IT;
• Experience supporting international customers.
• Working hours: Rotational Shifts;
• Competitive salary aligned with the Colombian market;
• Proactive and friendly international team;
• Comprehensive onboarding and continuous training;
• Clear career growth and performance-based recognition.