Customer Support Specialist

Native Teams; Medellín; Híbrido; COP 24.000.000 - 36.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Additional employee benefits

Descripción de la vacante

Native Teams is a fast-growing global start-up seeking a Customer Support Call Agent. You will respond to inquiries across live chat and email, resolve issues, document interactions, and help improve the product with feedback.

You’ll join a dynamic team in a hybrid environment, collaborating with cross-functional groups to ensure fast responses and high satisfaction while supporting thousands of users worldwide.

Formación

• 1–3+ years in customer support, client success, or technical support.
• SaaS or tech industry experience preferred.
• Outstanding written and verbal communication skills.
• Strong analytical and troubleshooting abilities.
• Familiarity with customer support platforms like HubSpot and CRM systems.
• Able to multitask and meet fast-paced SLAs.
• Customer-centric mindset with empathy.
• Experience in fintech environment is a plus.

Responsabilidades

• Respond to customer inquiries via live chat, email, and other channels promptly.
• Resolve issues and escalate complex cases to the appropriate teams.
• Document conversations and resolutions within the support platform.
• Meet and maintain support SLAs, ensuring high customer satisfaction.
• Collaborate with internal teams to report bugs and provide feedback.
• Contribute to knowledge base and support documentation.
• Join client calls when needed to clarify next steps.

Conocimientos

Customer support

SaaS experience

Communication skills

Problem solving

Time management

HubSpot

CRM systems

Herramientas

HubSpot

CRM systems

Descripción del empleo

Native Teams is a global platform for work payments and employment. Beyond managing payroll, compliance, and taxes, we integrate financial tools to maximise the value of every work payment, worldwide.

We are expanding our global team and looking for Customer Support Call Agentto bring their wider knowledge and help us get our product and service more widely known and used.

Would you like to take on a new challenge in the field of Customer Experiencein a successful, fast-growing global start-up?

Location: Hybrid

Salary Range: Flexible

Key Responsibilities:

• Provide exceptional customer support by responding to customer inquiries via live chat, email, and other support channels in a timely and professional manner.
• Resolve customer issues efficiently, troubleshooting product or account-related questions and escalating complex cases to the appropriate teams when needed.
• Maintain accurate customer records by documenting conversations, resolutions, and follow-up actions within the support platform.
• Meet and maintain support SLAs and quality standards, ensuring fast response times, high customer satisfaction, and consistent service quality.
• Collaborate with internal teams to report bugs, communicate customer feedback, and contribute to continuous product improvements.
• Contribute to the knowledge base and support documentation by identifying recurring questions, suggesting process improvements, and helping keep help articles up to date.
• Join client calls when needed to walk through issues, clarify next steps, or provide a more personal touch on complex cases.

Requirements:

• Experience: 1–3+ years of experience in customer support, client success, or technical support (SaaS or tech industry experience preferred).
• Communication Skills: Outstanding written and verbal communication skills with the ability to explain complex technical concepts in clear, simple terms.
• Problem-Solving Ability: Strong analytical and troubleshooting skills with high attention to detail.
• Tool Proficiency: Familiarity with customer support platforms, HubSpot and CRM systems.
• Time Management: Proven ability to multitask, prioritize tasks under pressure, and consistently meet fast-paced response SLAs.
• Customer-Centric Mindset: A strong sense of empathy, patience, and a genuine desire to advocate for the user experience.
• Dynamic and interesting work in an early-stage, funded startup
• Ability to influence the next stages of our growth
• Flexible work environment
• Experience working in the ever-changing world of fintech
• Opportunities for professional and personal growth
• Additional employee benefits

Join our team at Native Teams, a fast-growing global start-up. We're looking for driven, passionate individuals to join us as we continue to expand our reach and impact.

At Native Teams, we pride ourselves on our dynamic and supportive work environment, where we encourage personal and professional growth. We believe in hiring talented individuals from diverse backgrounds, not only because we should do it but because fresh perspectives improve our team and our decisions. Our multicultural team is made up of young, energetic, and positive people who are passionate about what they do.

As part of our team, you’ll reflect the people we serve and will have the opportunity to work with thousands and impact millions of lives around the world.

If you're looking for a challenging and rewarding career and the chance to be part of a team that's making a real difference in the world, then we want to hear from you.