Multi-Channel CX Advocate for Youth & Family Programs

Seamless Assist; Bogotá ciudad; Presencial; COP 118.060.000 - 186.411.000; Jornada completa

Descripción de la vacante

Seamless Assist is seeking a Customer Service Representative to manage inquiries from parents via email, text, and social media, ensuring timely, warm, and accurate responses. The role exists to prevent messages from piling up and to allow the founder to focus on delivering great classes.

The successful candidate will be highly organized, comfortable with AI tools to draft replies, and able to work Eastern Time business hours with good channel overlap.

Formación

• Prior experience in a customer service or client-facing role.
• Strong written English — clear, warm, and professional in every channel.
• AI-fluent — uses AI tools to draft responses and stay organized.
• Ability to work Eastern Time business hours with strong overlap.
• Experience handling multi-channel inbox is preferred.

Responsabilidades

• Own the inbound message queue across email, SMS, and social channels.
• Monitor and triage messages throughout the day with fast, warm responses.
• Respond promptly to routine questions on schedules, enrollment, billing, and makeup classes.
• Flag urgent or sensitive issues to the founder with context.
• Take ownership of customer service issues from first message to resolution.
• Follow up to keep conversations progressing and prevent silence.
• Maintain a clear log of questions, promises, and resolutions.
• Track conversations across channels to avoid duplicates or gaps.
• Identify recurring questions to inform program improvements.
• Maintain consistent response times, even during busy hours.

Conocimientos

Strong written English

AI fluency

Excellent organizational skills

Experience in customer service / CX

Ability to work Eastern Time hours

Descripción del empleo

Seamless Assist is seeking a Customer Service Representative to manage inquiries from parents via email, text, and social media, ensuring timely, warm, and accurate responses. The role exists to prevent messages from piling up and to allow the founder to focus on delivering great classes.

The successful candidate will be highly organized, comfortable with AI tools to draft replies, and able to work Eastern Time business hours with good channel overlap.