Especialista Senior en Experiencia Remota del Cliente

Placements24; Santiago de Querétaro; Hybrid; MXN 420,000 - 600,000; Full time

Benefits offered by this job

Competitive salary

Fully remote work

Health, dental, and vision benefits

Professional development opportunities

Generous paid time off

Job summary

Placements24 is seeking an experienced Especialista en Experiencia Remota del Cliente to join our remote-first team. You will craft and deliver outstanding customer experiences across digital touchpoints, advocating for customers and driving satisfaction and retention.

Responsibilities include shaping remote CX strategies, managing multi-channel interactions, analyzing feedback, and collaborating with product and marketing to improve our offerings. Fluency in Spanish and English is required.

Qualifications

• Minimum of 4 years in Customer Experience/Customer Success or related field.
• Design and execute customer experience strategies in a digital environment.
• Excellent communication, empathy, and problem-solving skills in Spanish and English.
• Experience with data analysis and using insights to drive improvements.

Responsibilities

• Develop and implement strategies to optimize the remote customer experience.
• Manage customer interactions via various digital channels, ensuring prompt and effective resolutions.
• Analyze customer feedback and usage data to identify trends and areas for improvement.
• Collaborate with product, marketing, and engineering teams to advocate for customer needs and drive product enhancements.
• Create and maintain customer-facing documentation, FAQs, and support resources.
• Proactively engage with customers to ensure they are maximizing the value of our services.
• Troubleshoot and resolve complex customer issues, escalating when necessary.
• Stay abreast of industry best practices in remote customer experience and support.

Skills

Communication

Empathy

Problem solving

Bilingual Spanish/English

Education

Bachelor's degree in Business/Marketing

Tools

CRM systems

Helpdesk software

Job description

Placements24 is seeking an experienced Especialista en Experiencia Remota del Cliente to join our remote-first team. You will craft and deliver outstanding customer experiences across digital touchpoints, advocating for customers and driving satisfaction and retention.

Responsibilities include shaping remote CX strategies, managing multi-channel interactions, analyzing feedback, and collaborating with product and marketing to improve our offerings. Fluency in Spanish and English is required.