Customer Experience Operations Specialist 20907

Location: Remote Colombia (Bogotá Medellín or Cali preferred)
Employment Type: Full-time
Hours: Must be available during North American business hours (U.S. Eastern Time)
Language: Fluent English (C1/C2) required Native/fluent Spanish
Compensation: Competitive USD compensation

We are a rapidly growing design-led home technology brand with deep European craftsmanship roots expanding across the U.S. and Canadian markets.

We create premium minimalist products for architects interior designers and discerning homeowners products designed to be beautiful precise and seamlessly integrated into high-end residential and commercial spaces.

As we continue to scale in North America we are strengthening the operational foundation behind our customer experience function. We are looking for someone who can identify problems improve processes manage complex escalations and help us build a more scalable customer operation.

This is not a traditional high-volume customer service or call-center role.

The position sits within Customer Experience Operations and is focused primarily on process improvement operational ownership and complex customer escalations.

Routine customer inquiries and repetitive requests are handled through existing support workflows and AI-assisted tools. You will step into customer conversations primarily when a situation has been escalated and requires stronger judgment problem-solving empathy or cross-functional coordination.

Beyond resolving the immediate issue your responsibility is to understand why it happened and what should change to prevent it from happening again.

We are building a see something say something culture. If you identify an inefficient workflow recurring customer issue unclear SOP communication gap or operational breakdown you will be expected to raise it investigate the root cause recommend a solution and help implement the improvement.

This role is designed for someone who can self-manage take ownership and operate with limited supervision with the potential to grow into a Team Lead position as the function expands.

• Proactively identify inefficiencies recurring issues process gaps and friction points across the customer experience operation.
• Investigate root causes instead of repeatedly treating the symptoms of operational problems.
• Recommend and help implement improvements to workflows systems SOPs documentation and internal communication.
• Create document and continuously improve scalable processes and operating procedures.
• Analyze recurring customer issues and translate them into actionable operational improvements.
• Identify opportunities to reduce manual work prevent errors and improve consistency.
• Follow improvement initiatives through implementation rather than stopping at recommendations.
• Help establish a culture where team members proactively surface problems and opportunities for improvement.

• Own complex or sensitive customer escalations that require senior judgment discretion and problem-solving.
• Communicate directly with customers by phone or email when escalation or service recovery requires a human conversation.
• Coordinate internally across teams to understand issues and drive them toward resolution.
• Balance customer needs with company policies operational realities and brand standards.
• Identify patterns across escalations and determine when an individual customer issue indicates a larger operational problem.

• Develop strong knowledge of products orders fulfillment installation processes returns exchanges and customer policies.
• Become a trusted internal resource for complex customer and operational questions.
• Improve internal documentation knowledge resources templates and escalation procedures.
• Help establish clear ownership and escalation paths across the customer journey.
• Partner cross-functionally to resolve operational issues affecting the customer experience.

• Work alongside AI-assisted tools and automated workflows that handle routine customer requests.
• Identify opportunities to automate repetitive processes or improve existing workflows.
• Help ensure automation supports rather than compromises the premium customer experience.
• Provide operational feedback to improve AI workflows internal tools and service standards.

• Operate independently and take ownership of priorities without requiring constant direction.
• Lead improvement initiatives from problem identification through implementation.
• Help establish processes and standards that future team members can follow.
• Support onboarding documentation and knowledge sharing as the team grows.
• Demonstrate the judgment accountability and communication skills needed to potentially grow into a Team Lead role.

• Fluent polished English (C1/C2) written and spoken a hard requirement.
• Native or fluent Spanish.
• 3 years of experience in customer experience operations service operations customer success operations business operations or a comparable function.
• Demonstrated experience identifying and implementing process improvements.
• Ability to provide concrete examples of processes workflows or SOPs you personally improved.
• Experience creating or improving SOPs workflows documentation knowledge bases or internal processes.
• Experience managing complex customer escalations or sensitive service-recovery situations.
• Strong root-cause analysis and problem-solving skills.
• Ability to self-manage prioritize independently and take ownership with limited supervision.
• Excellent written and verbal communication skills.
• Strong cross-functional communication and stakeholder-management skills.
• High attention to detail and strong organizational skills.
• Comfort working with AI-assisted tools and modern technology.
• Availability during North American business hours (U.S. Eastern Time).

• Previous experience as a Senior Specialist CX Operations Specialist Customer Success Operations Specialist Escalations Specialist Team Lead or similar role.
• Experience leading process-improvement initiatives from identification through implementation.
• Experience onboarding mentoring training or supporting other team members.
• Experience working in a scaling company where processes were still being built or refined.
• Familiarity with root-cause analysis continuous improvement customer journey optimization or operational excellence methodologies.
• Experience with premium or high-touch customers.
• Background in design furniture home technology luxury goods hospitality or another premium category.
• Experience supporting U.S. and/or Canadian customers.

You are an operator first.

When something goes wrong you can step into a difficult customer situation and handle it with confidence. But your real value comes from what happens afterward: understanding why the issue occurred and figuring out how to prevent it from happening again.

You naturally look for patterns.

If several customers experience the same problem you investigate the process behind it. If an SOP is unclear you improve it. If information is repeatedly getting lost between teams you establish a better workflow.

You dont need someone constantly assigning your next task. You identify what needs attention prioritize effectively communicate what you see and take ownership of moving solutions forward.

You are comfortable challenging existing ways of working constructively and bringing solutions rather than simply pointing out problems.

Most importantly you have the potential to grow from an individual contributor into someone who can help lead the customer experience operation as the team expands.

• Operations over call volume: This is not a traditional frontline customer service position.
• Real ownership: Identify problems recommend solutions and help implement them.
• High-impact customer interaction: Work directly with customers primarily when situations require judgment escalation management or service recovery.
• Build scalable processes: Help shape SOPs workflows documentation and operating standards as the organization grows.
• Future leadership opportunity: The role has the potential to evolve into Team Lead responsibilities.
• AI-enabled environment: Automation handles much of the repetitive work allowing you to focus on complex problems and operational improvement.
• Premium brand environment: Work with sophisticated products and customers who expect a thoughtful high-quality experience.

The interview process will focus heavily on process improvement ownership and operational judgment.

Be prepared to discuss specific examples of:

• A recurring operational problem you identified and how you discovered its root cause.
• A process workflow or SOP you personally improved.
• What the process looked like before and after your intervention.
• How you measured whether the change actually worked.
• A problem you identified proactively rather than being assigned to solve.
• A complex customer escalation you owned and how you resolved it.
• A time you had to coordinate across multiple teams to solve an issue.
• A process improvement recommendation that required stakeholder buy-in.
• A time you trained mentored or guided other team members.

We will also assess English fluency written communication judgment and your ability to represent a premium brand during complex customer situations.

We are looking for someone who can do more than follow a process well. We want someone who notices when a process is not working speaks up and takes ownership of making it better.

Required Experience:

IC