Senior Customer Support Specialist - 65204510217

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

Senior Customer Support Specialist

Industry / Sector: High-Volume B2B Real Estate Lead Generation & PropTech Platform

Location: Remote (LATAM, South Africa)

Schedule: U.S. Business Hours Alignment | Full-Time (40 hrs/week)

Target Compensation: $$ negotiable depending experience

Primary Tech Stack: FreshDesk (Ticketing Queue) & GoHighLevel / GHL (CRM)

Position Overview

Our client is a high-growth B2B real estate lead generation platform serving real estate investors. When a lead delivery stalls, a CRM webhook breaks, or a billing discrepancy occurs, it directly impacts their client's deal flow and revenue.

We are hiring a Customer Support Team Lead to take full operational ownership of the day-to-day Customer Support function inside the broader Customer Success organization. In this hybrid leadership role, you will mentor, train, and QA a frontline support team while remaining actively hands-on: monitoring support queues, taking inbound phone calls, texts, and voicemails, managing GoHighLevel integrations, and getting to the root cause of client friction.

If you thrive in high-agency, low-bureaucracy environments where you own real customer relationships and drive process efficiency, this role offers direct strategic impact.

Key Responsibilities

1. Inbound Channel Ownership & Frontline Execution

• Multi-Channel Point Person: Serve as the primary operational lead for all inbound support traffic across FreshDesk tickets, phone calls, SMS texts, and voicemails.
• Complex De-escalation: Step in directly to handle complex, technical, or high-friction client inquiries regarding lead delivery, platform mechanics, and refund requests.
• SLA & Queue Management: Monitor real-time inbox queues to ensure strict adherence to First Response Time (FRT) and Time to Resolution (TTR) targets across all shifts.

2. Team Leadership, QA & Capability Building

• Communication Quality Control: Conduct regular QA audits across email, chat, and call logs to enforce a high bar for accuracy, empathy, tone, and complete technical resolution.
• SOP & Knowledge Base Creation: Build, document, and update clear internal SOPs, training guides, and client-facing Help Center resources.
• Onboarding & Coaching: Train, onboard, and upskill support reps, shifting team culture away from "checking boxes" toward true root-cause problem-solving.

3. Cross-Functional Operations & Automation

• Root-Cause Elimination: Partner closely with Customer Success, Engineering, and Finance/Refunds teams to report recurring bugs and fix broken internal processes.
• Tech Stack Optimization: Identify opportunities to leverage GoHighLevel (GHL) workflows, ticket automation, and reporting tools to scale team capacity without dropping service quality.

Core Performance Metrics (Results)

• Speed & SLAs: Maintain agreed-upon First Response Time (FRT) and Time to Resolution (TTR) benchmarks across email, SMS, and phone.
• Resolution Quality: Increase First-Contact Resolution (FCR) rates while minimizing repeat tickets or unnecessary management escalations.
• Customer Retention: Drive high CSAT scores across active real estate investor accounts.
• Operational Efficiency: Successfully implement automation and SOPs that allow the team to support higher client volumes without increasing headcount proportionally.

Candidate Qualifications & Requirements

Required

• 3+ Years B2B Customer Support / Leadership: Proven track record in B2B customer support, customer success, or tech-enabled service operations with team leadership experience.
• Elite English Fluency: Exceptional verbal and written English with a confident, polished phone presence capable of handling demanding American business owners.
• Tech Stack Mastery: Hands-on experience navigating support platforms (FreshDesk or Zendesk) and CRMs (GoHighLevel / GHL, Salesforce, or HubSpot).
• Process Builder: Demonstrated experience writing SOPs, creating Knowledge Bases, and mapping operational workflows.
• Analytical Mindset: Strong diagnostic skills, looking beyond the immediate ticket to solve the underlying operational flaw.

Preferred (Big Pluses)

• Real Estate / PropTech / Lead Gen: Experience working in real estate investing, wholesaling, home services, or B2B performance marketing.
• GoHighLevel (GHL) Advanced Skills: Direct experience configuring GHL workflows, automated triggers, and SMS/email pipelines.

Why This Role Matters

Our client's customers aren't casual app users; they are real estate investors running active businesses on the leads delivered to them. In this environment, support isn't about clearing a queue or pasting template responses to hit a quota. It is the primary driver of client retention and revenue growth.

As the Support Team Lead, you are the vital operational bridge between high-value investor clients and internal growth teams. If you fail in this role, slow response times and surface-level band-aids cause client churn and destroy brand trust. If you succeed, you build an airtight, sub-minute support machine that de-escalates high-stakes issues, uncovers systemic product improvements, and turns routine support touchpoints into long-term client loyalty.