Global Customer 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

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.