Tier 3 Customer Success Specialist (Colombia)

NeoWork; Colombia; A distancia; COP 53.333.000 - 63.883.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance for contractors

Holiday Extra Pay

100% home-based position

Mental health days

Descripción de la vacante

NeoWork is hiring a Tier 3 Customer Success Specialist to support a US-based client from our Colombia team. This is a full-time, remote role focused on process design rather than routine support.

You will study how customer work gets done, identify where it breaks, and build the system that fixes it. You’ll write playbooks, SOPs, and templates, collaborate with leadership to translate goals into processes, and develop scalable tools for the wider team.

Formación

• 5+ years of strong customer service experience in customer success, operations, process design, or a related field.
• Experience writing SOPs, process documentation, or training materials.
• Comfort with Google Workspace, ClickUp, or a similar task tool, and spreadsheets.
• Experience working directly with client leadership and coordinating across internal operations teams to translate decision-maker goals into clear processes.
• Strong written and spoken English.

Responsabilidades

• Map customer workflows from start to finish and identify where they break down.
• Design clear, repeatable processes to remove friction and improve outcomes.
• Write and maintain SOPs that a new team member can follow without guessing.
• Turn client goals into process by working directly with leadership.
• Build tools, templates, and documentation that the wider team can reuse.
• Track the results of process changes and adjust based on what the data shows.
• Share what you build so the team can apply it across similar situations.

Conocimientos

Customer success

Process design

SOP writing

English proficiency

Cross-functional collaboration

Herramientas

Google Workspace

ClickUp

Spreadsheets

Descripción del empleo

NeoWork is hiring a Tier 3 Customer Success Specialist to support a US-based client from our Colombia team. This is a full-time, remote role. The work is process design, not standard support. You will study how customer work gets done, find where it breaks down, and build the system that fixes it.

This role sits at the high end of our customer team. You will think like an operator. Most of your time will go to problems that don't have a playbook yet. You will write the playbook. This is a self-directed role.

Key Responsibilities:

• Map customer workflows from start to finish and identify where they break down.
• Design clear, repeatable processes to remove friction and improve outcomes.
• Write and maintain SOPs that a new team member can follow without guessing.
• Turn client goals into process by working directly with leadership.
• Build tools, templates, and documentation that the wider team can reuse.
• Track the results of process changes and adjust based on what the data shows.
• Share what you build so the team can apply it across similar situations.

• 5+ years of strong customer service experience in customer success, operations, process design, or a related field.
• Experience writing SOPs, process documentation, or training materials.
• Comfort with Google Workspace, ClickUp, or a similar task tool, and spreadsheets.
• Experience working directly with client leadership and coordinating across internal operations teams to translate decision-maker goals into clear processes.
• Strong written and spoken English.

• We offer health insurance for contractors
• Holiday Extra Pay
• This is a 100% home-based position
• We prioritize the mental health of our team members and offer mental health days to support their well-being.
• Performance-based incentives are provided.
• There are ample opportunities for professional growth and advancement within the company.

Salary: Up to $1,650.00 USD, based on skills and experiences.