Customer Experience Specialist
We’re seeking a Customer Experience Associate based in Latin America to support our U.S. customer base. You’ll handle account access issues, payment setup, and other day-to-day support requests while ensuring every interaction is clear, friendly, and aligned with our brand voice.
This role will be working from home permanently and during U.S. CST business hours.
- Assist customers with account tasks like resetting access, and setting up payments.
- Provide quick, empathetic, and accurate responses via email, chat, and occasionally phone.
- Troubleshoot basic service issues; escalate complex cases as needed.
- Work U.S. time zones to ensure timely responses.
- Suggest improvements to processes and customer experience
Requirements
- Fluent U.S. English communication — both written and spoken, with a neutral or U.S.-friendly accent.
- Previous CX experience serving U.S. clients.
- Tech-savvy and comfortable using customer support platforms and CRMs.
- Ability to work independently and stay organized in a remote environment.
Nice to have:
- Telecom, wireless, or subscription service experience.
- Familiarity with payment processing tools.
- Experience handling both simple and complex support tickets.
Benefits
Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:
- Permanent remote work flexibility
- Paid Time Off
- Health Maintenance Organization (HMO) coverage
- Annual performance bonuses
- Dedicated coaches offer an extra channel of support and skill-building
- Opportunities for professional growth
At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.
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