Operations & Customer Care Coordinator

NetSoft, Inc.; Colombia; Remote; COP 36,119,000 - 43,343,000; Full time

Job summary

NetSoft, Inc. is hiring an Operations & Customer Care Coordinator for a fully remote, Colombia-based role. The position combines frontline customer care with hands-on support for leadership, calendars, contracts, accounts receivable, and HR administration.

This role requires exceptional English, strong phone presence, and superb organizational skills to manage multiple workstreams across time zones. US Eastern business hours apply; compensation is a monthly retainer with growth potential.

Qualifications

• 2+ years in customer support, help desk, administrative, or operations coordination roles.
• Exceptional English fluency, written and spoken.
• Proficiency with Microsoft 365 and ticketing or project management tools.
• Ability to work US Eastern Time business hours (7:30 AM – 6:30 PM EST).

Responsibilities

• Handle incoming customer calls daily regarding customer care questions and basic tickets.
• Triage new tickets and route to the right team member.
• Manage ClickUp ticket fields and data entry/cleanup for accuracy.
• Resolve basic customer care issues through first-level troubleshooting.
• Keep customers informed on ticket status through intake to resolution.
• Support calendar management and scheduling across time zones.
• Coordinate items with customers and vendors.
• Support drafting and redlining of contracts.
• Conduct accounts receivable follow-ups with customers by email and phone.
• Support HR activities: contractor and employee forms, SharePoint management, and document management.

Skills

Exceptional English

Phone communication

Multitasking

Microsoft 365

Customer support

Tools

ClickUp

Ticketing tools

Job description

NetSoft is a US-based SaaS company that builds IntelliPath Pro (IPPro), a Laboratory Information System (LIS) used by anatomic and dermatopathology labs across the United States. Our software manages the full lab workflow — from specimen accessioning through diagnosis, reporting, and distribution back to referring physicians.

We are 25 years old, Atlanta-based, and in an active growth phase expanding our customer base, launching new product modules, and building the operational infrastructure to scale.

The Role

We are hiring an Operations & Customer Care Coordinator - a hybrid role that pairs front-line customer care with hands-on support for our leadership team and business operations. Roughly 60% of your time will be spent as a first point of contact for our customers: answering support calls, triaging tickets, and resolving basic issues. The other 40% supports leadership across calendars, contracts, accounts receivable, and HR administration.

This role is ideal for someone who is highly sociable, enjoys talking with customers on the phone, and can move quickly between priorities throughout the day without letting anything slip.

Customer Care (~60%)

• Handle incoming customer calls daily regarding customer care questions and basic tickets
• Triage new tickets - assess priority and route to the right team member
• Manage ClickUp ticket fields and perform data entry and cleanup so ticket data stays accurate and current
• Resolve basic customer care issues (Complexity 1 and select Complexity 3) through first-level troubleshooting
• Keep customers informed on ticket status from intake through resolution

Operations & Administration (~40%)

• Support calendar management and meeting scheduling across time zones
• Coordinate items with customers and vendors
• Support drafting and redlining of contracts
• Conduct accounts receivable follow-ups with customers by email and phone
• Support HR activities: contractor and employee forms, SharePoint management, and document management

What We're Looking For - Required

• Exceptional English fluency, written and spoken — the single most important qualification. You will communicate daily with US-based customers and executives and must represent NetSoft with complete credibility
• Very sociable, confident on the phone, with a warm and professional manner
• Strong multitasker who keeps competing priorities straight across multiple workstreams
• 2+ years in customer support, help desk, administrative, or operations coordination roles
• Proficiency with Microsoft 365 and ticketing or project management tools
• Ability to work US Eastern Time business hours (7:30 AM – 6:30 PM EST, with breaks)

Nice to Have

• Experience with ClickUp
• Experience in healthcare, lab technology, or SaaS
• Exposure to contract review or accounts receivable follow-up
• Comfort with AI tools (ChatGPT, Claude, or equivalent) as part of your daily workflow
• Prior experience working with a fully remote or distributed team

Who You Are

• Sociable and customer-first — you enjoy people and make every caller feel taken care of
• Organized and detail-oriented — tickets, data, and documents are always accurate
• Proactive — you anticipate needs, follow up without being asked, and flag issues early
• Calm under pressure — you can reprioritize quickly when things shift
• Long-term minded — we invest in the people who join us and want partners who grow with the company

Engagement

• Type: Engaged as a full-time independent contractor
• Location: Fully remote; Colombia-based candidates
• Hours: 7:30 AM – 6:30 PM US Eastern Time, with breaks
• Compensation: Competitive monthly retainer based on experience. Specific terms discussed at the offer stage. ($1,000 - $1,200 Monthly)