Job description
Profile
We are looking for an analytical, solution-oriented, and detail-driven individual with a passion for service and the ability to thrive in digital environments. The ideal candidate will combine strong customer service skills with a solid back-office mindset, capable of managing tasks independently, identifying process improvement opportunities, and collaborating with cross-functional teams.
This person should have a proactive attitude, with the ability to anticipate recurring issues, document case types, and contribute to enhancing the customer experience with a strategic vision of service.
Responsibilities
Manage customer inquiries through tickets and digital channels with accuracy, professionalism, and a strong service mindset.
Prioritize tasks based on urgency and impact, ensuring timely resolution in line with team SLAs.
Identify recurring issues and trends, and share structured feedback with the 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 and loyalty.
Collaborate in onboarding and mentoring efforts by helping document key processes and use cases.
Support cross-functional initiatives aimed at improving the customer journey from a backend perspective.
Minimum 6 months of experience in Customer Service, preferably in digital environments or online platforms.
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 any other data/automation platforms.
Previous involvement in backoffice processes, quality control, or knowledge management.
Multilingual skills (especially French, German or Italian).
15 days of vacation
Remote work to help you balance between work and your personal life
Affordable Connectivity Program
Location
You will work from the comfort of your home in Colombia.
Our headquarters is located in Barcelona (Spain) and we have all the tools to work together with collaborators in different countries around the world.
The personal data you provide will be processed in order to manage your candidacy for the corporate selection processes that fit your profile. If you wish, you can exercise your rights of access, rectification or cancellation by writing to our address (Avenida del Maresme, 44-46 08918 Badalona) or to the email address [email protected], attaching to your request a document that can validate your identity.
