Remote Escalations Specialist (LATAM)

Tripleten; Bogotá; Remote; COP 19,743,000 - 23,648,000; Full time

Benefits offered by this job

100% remote work

Monthly KPI bonuses

Job summary

TripleTen, an award-winning online tech school, is seeking an Escalations Specialist to join our LATAM team. You will manage and de-escalate high-friction student issues, protect the company's reputation, and coordinate with internal teams to deliver timely resolutions.

This remote, full-time role offers a 600 USD gross monthly base plus KPI-based bonuses, with a 9am to 19pm Mex time UTC -6 (1 hour for lunch).

Qualifications

• Minimum 1 year in customer service or escalations.
• Experience handling sensitive complaints and high-risk cases.
• Ability to manage situations involving potential legal action or reputational risk.
• Excellent written and spoken Spanish; proficient in English.

Responsibilities

• Investigate escalated cases and understand context.
• Communicate with students via calls and written channels to de-escalate.
• Negotiate resolutions and coordinate with internal teams.
• Document case progress and follow up until resolution.

Skills

Customer service

Escalations

Active listening

Communication

Empathy

English & Spanish

Tools

Slack

HubSpot

ActiveCampaign

Google Workspace

Job description

TripleTen, an award-winning online tech school, is seeking an Escalations Specialist to join our LATAM team. You will manage and de-escalate high-friction student issues, protect the company's reputation, and coordinate with internal teams to deliver timely resolutions.

This remote, full-time role offers a 600 USD gross monthly base plus KPI-based bonuses, with a 9am to 19pm Mex time UTC -6 (1 hour for lunch).