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).
Technical Stack
- Zendesk
- Freshdesk
- CRM systems
- Looker
- Power BI
Team & Environment
You will collaborate with cross-functional teams including Knowledge, QA, and Product teams.
Benefits & Compensation
- 15 days of vacation
- Remote work
- Affordable Connectivity Program
Work Mode
This is a remote position for candidates based in Colombia.
Leadtech is an equal opportunity employer.
