Remote Support Team Lead — B2B Real Estate PropTech

Somewhere; Bogotá; Remote; COP 194,527,000 - 291,791,000; Full time

Job summary

Somewhere is seeking a Senior Customer Support Specialist to lead a frontline team within the Customer Success organization. You will mentor, train, and QA the team while remaining hands-on—managing queues, calls, texts, voicemails, and GoHighLevel integrations to resolve issues quickly.

The role emphasizes root-cause analysis, SOP creation, and cross-functional work with Engineering and Finance. A fast-paced, high-agency environment offers strategic impact and revenue growth opportunities.

Qualifications

• 3+ years in B2B customer support, customer success, or tech-enabled service ops with team leadership experience.
• Elite verbal and written English with a confident phone presence for American business owners.
• Hands-on experience with support platforms (FreshDesk or Zendesk) and CRMs (GoHighLevel / GHL, Salesforce, or HubSpot).
• Experience writing SOPs, knowledge bases, and mapping operational workflows.
• Strong diagnostic mindset focused on root-cause resolution and process improvement.

Responsibilities

• Own inbound support across channels (FreshDesk, phone, SMS, voicemails) and manage escalation for complex inquiries.
• Lead, coach, QA, and upskill frontline reps to improve response quality and efficiency.
• Collaborate with Customer Success, Engineering, and Finance to address recurring bugs and improve processes.
• Leverage GoHighLevel workflows and automation to scale support without compromising quality.
• Track and improve key metrics like FRT, TTR, FCR, CSAT, and overall operational efficiency.

Skills

B2B Customer Support

Leadership

English Fluency

Tools

FreshDesk

Zendesk

GoHighLevel

Salesforce

HubSpot

Job description

Somewhere is seeking a Senior Customer Support Specialist to lead a frontline team within the Customer Success organization. You will mentor, train, and QA the team while remaining hands-on—managing queues, calls, texts, voicemails, and GoHighLevel integrations to resolve issues quickly.

The role emphasizes root-cause analysis, SOP creation, and cross-functional work with Engineering and Finance. A fast-paced, high-agency environment offers strategic impact and revenue growth opportunities.