Job details
About this role
Role overview
A global online language learning marketplace is hiring a Customer Care Specialist to join its growing international support team, based remotely in Colombia with an October start date. The role is fully written (no phone calls) and focuses on guiding learners and tutors through chat, email, and social channels. Because the support function operates around the clock, the position follows a rotating monthly schedule that spans mornings, afternoons, and nights.
Responsibilities
- Respond to user questions through live chat, email, and social channels, resolving issues with accounts, lessons, and the platform itself. - Identify recurring problem areas and flag patterns to the appropriate internal teams. - Track satisfaction metrics and systematically collect user feedback that can guide product improvements. - Collaborate closely with product teams to share customer insights and address common pain points. - Act as a dedicated customer advocate while consistently meeting clear performance KPIs in a fast-paced environment.
Requirements
- Previous experience delivering customer support through live chat. - Full professional fluency in English. - Strong technical aptitude and solid analytical problem-solving skills. - Clear, empathetic written communication paired with active listening. - Comfort working a rotating schedule of 9-hour shifts across mornings, afternoons, and nights. - A personal computer meeting minimum specs (i5 or i7 processor, 16 GB RAM, 256 GB SSD) and a stable internet connection of at least 30 Mbps.
Benefits and work setup
- 100% written communication with no phone-based support. - Structured onboarding plus ongoing coaching from experienced trainers. - Monthly rotating schedule that guarantees at least 11 hours of rest between shifts. - Fully remote position embedded within an international, fast-moving support organization.