Experience Specialist

Pebl; Medellín; On-site; COP 26,000,000 - 42,000,000; Full time

Benefits offered by this job

Flexible Time Off

Parental Leave

Health and Dental Insurance

Retirement Savings + Employee IncentI"

Job summary

Pebl is seeking an Experience Specialist to join our operations team. You will engage directly with customers and supported employees, addressing inquiries and resolving issues with empathy and efficiency. You’ll collaborate with internal teams to ensure consistent, high-touch service and maintain strong customer relationships.

The role emphasizes problem solving, clear communication, and a commitment to outstanding customer experiences across global accounts.

Qualifications

• Proven experience in customer service, preferably in a B2B or SaaS environment.
• Strong communication skills, both written and verbal, with the ability to convey information clearly and empathetically.
• Ability to build rapport quickly and manage customer relationships with professionalism and care.
• Strong problem solving skills with the ability to think critically and find effective solutions in high-pressure situations.

Responsibilities

• 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.

Skills

Customer service

CRM tools

Communication

Problem solving

Empathy

Tools

DevRev

Airtable

Superblocks

Job description

Purpose in Every Position

Pebl puts a world of talent at your fingertips. With our AI-powered Global Work Platform, companies can hire, pay, and manage employees in 185+ countries—removing risk, red tape, and guesswork from global growth. Backed by more than a decade of compliance leadership and local expertise, Pebl helps businesses move fast, stay compliant, and scale with confidence. With Pebl, companies everywhere can hire great talent anywhere.

Where Your Work Moves the Needle.

At Pebl, every team member drives our success. Joining us means more than filling a role—you’re accountable for results and impact. Our values guide how we operate, execute, and collaborate across borders. By putting them into action, you’ll help us scale faster, compete harder, and lead the future of global work.

What Makes You a Great Fit

As an Experience Specialist at Pebl, you will play a vital role on our operations team, helping ensure a positive and seamless experience for both our customers and supported employees. You will engage directly with customers to address inquiries and resolve issues efficiently through a customer-first approach.

This role requires a higher level of empathy, strong problem-solving skills, and exceptional attention to detail, along with the ability to collaborate effectively with internal teams to consistently meet and exceed customer expectations.

How You’ll Make an Impact

• Customer Engagement:
  • 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.
• Customer Satisfaction:
  • 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.

Let’s Connect If You Have:

• Proven experience in customer service, preferably in a B2B or SaaS environment.
• Strong communication skills, both written and verbal, with the ability to convey information clearly and empathetically.
• Ability to build rapport quickly and manage customer relationships with professionalism and care.
• Strong problem‑solving skills with the ability to think critically and find effective solutions in high-pressure situations.
• Familiarity with CRM tools and customer support software (e.g., DevRev, Superblocks, Airtable, etc.) is a plus.
• Strong attention to detail and a passion for delivering outstanding customer experiences.
• Ability to work independently and as part of a collaborative team.
• A positive, can-do attitude with a commitment to maintaining high levels of customer satisfaction.

Preferred Skills:

• Experience working with global customers and understanding of international business practices and cultural differences.
• Knowledge of Pebl's services or a willingness to learn.
• Familiarity with customer satisfaction metrics and metrics-driven performance tracking

What We Offer:

• Opportunities for career development and growth within the company.
• A collaborative, inclusive, and dynamic team environment.

Our Commitment to You

At Pebl, we’re committed to supporting our team with comprehensive rewards and benefits designed to meet diverse needs across roles and locations. Our core offerings include:

• Flexible Time Off – Take the time you need to recharge.
• Parental Leave – Support for growing families.
• Health and Dental Insurance – Where applicable, to cover you and your loved ones.
• Retirement Savings + Employee Incentive Plan – Plan for the future while sharing our success.

Please visit our career page for more information.

Pebl is an Equal Opportunity Employer.

We power global teams and believe diverse perspectives drive innovation and impact. Employment decisions at Pebl are based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law. We’re committed to fostering an inclusive culture where every teammate can thrive and do the best work of their career—anywhere in the world.