Global Experience Specialist — 6-Month Contract

Pebl; Medellín; Presencial; COP 44.640.000 - 66.960.000; Jornada completa

Descripción de la vacante

Pebl is hiring an Experience Specialist to join our operations team. You’ll engage directly with customers and supported employees, answering inquiries and resolving issues with a customer-first approach.

This role emphasizes empathy, problem-solving, and collaboration with internal teams to meet and exceed expectations. The position is a 6-month contract with potential conversion based on performance.

Formación

• 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.

Responsabilidades

• 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.
• Continuously strive to enhance the customer experience by identifying areas for improvement and suggesting initiatives.

Conocimientos

Customer service

Communication

Empathy

Problem-solving

Attention to detail

Independent & team player

Herramientas

DevRev

Superblocks

Airtable

Descripción del empleo

Pebl is hiring an Experience Specialist to join our operations team. You’ll engage directly with customers and supported employees, answering inquiries and resolving issues with a customer-first approach.

This role emphasizes empathy, problem-solving, and collaboration with internal teams to meet and exceed expectations. The position is a 6-month contract with potential conversion based on performance.