Customer experience agent - agente de experiencia del cliente

Descripción del cargo

About the Company

Outsorcy connects top talent in Colombia with fast-growing companies in the United States. We specialize in building high-performing remote teams for SaaS, technology, and service-based businesses. Our people-first culture focuses on growth, stability, and long-term career development while working with international clients and modern tools.

About the Role

We are looking for a Customer Support Agent who is empathetic, detail-oriented, and passionate about helping users. In this role, you will be the first point of contact for customers, ensuring issues are resolved efficiently while delivering an excellent customer experience.

You’ll work closely with internal teams to troubleshoot issues, answer questions, and continuously improve customer satisfaction.

Key Responsibilities

Respond to customer inquiries via email, chat, phone, or ticketing systems.
Provide accurate, timely, and friendly support to customers.
Troubleshoot basic technical or account-related issues and escalate when needed.
Document interactions and resolutions in CRM or support tools.
Follow support processes, SLAs, and quality standards.
Identify recurring issues and suggest improvements to processes or documentation.
Collaborate with internal teams (tech, sales, operations) to resolve customer concerns.
Maintain a positive, professional, and customer-focused attitude at all times.

Requirements

Previous experience in customer service, customer support, or call center roles (preferred).
Strong verbal and written communication skills in English.
Empathy, patience, and strong problem-solving skills.
Ability to multitask and manage multiple tickets or conversations.
Comfortable working with CRM or ticketing systems (Zendesk, Freshdesk, Intercom, etc.).
Reliable, organized, and detail-oriented.
Ability to work in a fast-paced, customer-focused environment.

What We Offer

Competitive salary and performance-based incentives.
Opportunity to work with U.S.-based clients and international teams.
Career growth and internal development opportunities.
Supportive, collaborative, and people-centered culture.
Remote or hybrid work options (depending on the client).
Training, onboarding, and continuous learning support.

Why Join Outsorcy?

Work with global companies without leaving Colombia.
Build a stable, long-term career with international exposure.
Be part of a team that values communication, growth, and teamwork.
Develop transferable skills in customer experience and support operations.