Strategic Customer Experience and Services Coordinator

Cliente Anonimo; Colombia; On-site; COP 160,616,768 - 240,925,152; Full time

Job summary

A leading customer service company in Colombia is seeking a Strategic Customer Experience and Services Coordinator. This mid-senior level role involves leading a team to provide exceptional service to strategic clients, coordinating projects, and optimizing processes. The ideal candidate has proven experience in customer service or project management, excellent communication skills, and must be available for international travel. Bilingual proficiency in English is required.

Qualifications

• Proven experience in leading customer service teams or project management.
• High intermediate level of English (B2) or higher.
• Experience coordinating projects with diverse stakeholders.

Responsibilities

• Lead and motivate customer service specialist team.
• Serve as main liaison with strategic clients.
• Ensure proper execution of commitments and service.

Skills

Leadership

Communication

Strategic thinking

Problem-solving

Organizational skills

CRM proficiency

Adaptability

Tools

Salesforce

Zendesk

Freshdesk

Job description

Strategic Customer Experience and Services Coordinator

We are looking for a professional with solid experience leading customer service or project management teams, with the ability to provide comprehensive support to strategic accounts and coordinate high-impact initiatives. The selected candidate will be responsible for ensuring that assigned clients—from different sectors and regions—receive exceptional quality service, anticipating needs, efficiently resolving requirements, and promoting sustainable long-term relationships. This role involves occasional travel, both nationally and internationally, to strengthen client relationships and support the execution of key projects.

Responsibilities

• Leadership and team management: Lead, train, and motivate the customer service specialist team, promoting high performance and professional development for each member.
• Key relationship management: Serve as the main liaison with strategic clients, ensuring agile, high-quality service.
• Project coordination: Ensure the proper execution of commitments made, coordinating with internal areas to respond to needs and requirements.
• Opportunity development: Identify and manage opportunities for renewing or expanding agreements, adding value for all parties involved.
• Continuous improvement: Optimize internal processes, document workflows, and propose best practices for customer service and follow-up.
• Interdepartmental collaboration: Work with product, operations, sales, and legal teams to align support strategies.
• Indicator monitoring: Define and monitor KPIs, prepare results reports, and adjust action plans as necessary.
• Training and onboarding: Supervise the team's induction and ongoing training process, ensuring they are up to date with changes in processes and policies.
• Field support: Participate in person at strategic or critical moments for customers.

Requirements

• Proven experience in leading customer service teams, project management, or strategic accounts.
• Ability to build and maintain long-term relationships with institutional or corporate clients.
• Excellent oral and written communication skills.
• Strategic thinking, proactivity, and ability to solve problems creatively.
• Organization and management of multiple priorities simultaneously.
• Proficiency in technological tools, CRMs, and support platforms.
• Adaptability to changing environments and working with diverse stakeholders.
• Availability to travel nationally and internationally for short periods.
• High intermediate level of English (B2) or higher.
• Experience with public, corporate, or social sector organizations.
• Knowledge of technological platforms (SaaS) or educational management tools.
• Proficiency with CRMs such as Salesforce, Zendesk, Freshdesk, or others.
• Experience coordinating projects with multiple stakeholders and measurable results.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service