Customer Happiness Associate (Asociado/a de Atención al Cliente) – Colombia (Hybrid)
Core
Resolve escalated support issues and proactively investigate customer problems for B2B clients in Colombia, ensuring exceptional support experiences and retention.
Role type
Customer Happiness Associate (B2B Support)
Builds
High-touch, data-informed support interactions for B2B payment operations
Domain
Fintech / B2B Payments
Deliverable
client delivery
Required skills
B2B customer support, complex issue resolution, customer retention strategies, Zendesk, HubSpot, Google Drive, Spanish (fluent), English (intermediate)
Preferred skills
Product improvement suggestions, automation tools, AI workflows
Responsibilities
Resolve escalated support issues via email, chat, and phone; Proactively investigate customer problems and document findings; Provide follow-up support to ensure complete resolution; Engage with customers considering cancellation to offer retention solutions; Identify trends in customer feedback and propose improvements; Balance multiple incoming tickets while maintaining quality and timeliness.
Seniority
Mid-level, hands-on IC