Leadtech is looking for a Customer Service Agent who combines strong customer-facing skills with a solid back-office mindset. You'll manage digital customer interactions while identifying opportunities to improve workflows and processes.

What You'll Do

Manage customer inquiries through tickets and digital channels with accuracy and professionalism.
Prioritize tasks based on urgency and impact, ensuring timely resolution aligned with team SLAs.
Identify recurring issues and trends, and share structured feedback with Knowledge, QA, and Product teams.
Contribute to the documentation and improvement of internal procedures, workflows, and FAQs.
Escalate complex cases following established protocols while maintaining full traceability.
Ensure the quality and consistency of every interaction to drive customer satisfaction.
Collaborate in onboarding and mentoring efforts by helping document key processes.
Support cross-functional initiatives aimed at improving the customer journey from a backend perspective.

What We're Looking For

Minimum 6 months of experience in Customer Service, preferably in digital environments.
Strong written communication skills with excellent grammar and spelling (Spanish native level + advanced English).
High attention to detail and accuracy in task execution.
Proficiency with helpdesk platforms (e.g., Zendesk, Freshdesk) and CRM systems.
Ability to work independently and manage priorities in a fast-paced environment.
Customer-oriented mindset with problem-solving skills and accountability.

Nice to Have

Experience handling asynchronous communication channels (email, web forms, ticketing systems).
Familiarity with tools such as Looker, Power BI, or other data/automation platforms.
Previous involvement in backoffice processes, quality control, or knowledge management.
Multilingual skills (especially French, German or Italian).