Customer Experience Specialist - Remote

Overview

The Customer Experience Specialist will be the warm, steady, and smart voice of a US-based biotech company, delivering world-class support across multiple channels.

In Short

• Fully remote position open to candidates from Latin America.
• Independent Contractor role, full-time hours.
• Manage customer interactions via email, phone, and social media.
• Resolve customer issues with empathy and accuracy.
• Drive customer trust and satisfaction.
• Surface insights from support interactions to improve products.
• Maintain operational excellence with accurate ticket management.
• Communicate product information clearly to customers.
• Collaborate with logistics to meet customer needs.
• Contribute to the knowledge base and documentation accuracy.

Requirements

• Strong communication skills.
• Experience in customer support roles.
• Familiarity with Gorgias and OpenPhone is a plus.
• Ability to empathize with customers.
• Strong problem-solving skills.
• Attention to detail in ticket management.
• Experience with operational processes.
• Ability to work independently in a remote setting.
• Willingness to learn product science and details.
• Flexibility to manage occasional weekend check-ins.

Benefits

• Competitive salary based on experience.
• Opportunity to work with top startups in the US and EU.
• Environment that supports career growth and meaningful work.
• Access to exceptional opportunities and visionary founders.
• Long-term career development focus.