Operations & Customer Specialist – LATAM - 100% remote

Prometeo Talent is ranked as the #1 Recruitment Agency in America and Europe.

We excel in connecting companies with exceptional technology and engineering professionals.

We are collaborating with a company a fast-growing software startup transforming the construction permitting industry in the U.S. We process thousands of transactions each month and are looking for a key team member in LATAM to ensure exceptional customer service while optimizing internal operations during this exciting phase of growth.

What Were Looking For

Were seeking a Customer Support & Operations Specialist who thrives in dynamic environments and enjoys combining hands-on support with operational thinking.
This is not a typical call center role youll manage 1015 personalized customer interactions per day focusing on quality over volume. Youll work closely with the CEO to improve workflows automate processes and help us scale efficiently.

Key Responsibilities

Customer Support (Primary Focus)

• Deliver outstanding customer service via email chat and phone with empathy and professionalism.
• Manage the full customer lifecycle and ensure timely resolution of any issues.
• Identify recurring problems and collaborate with the team to proactively solve and prevent them.
• Maintain and improve internal documentation and the knowledge base.
• Track and improve customer satisfaction metrics such as CSAT NPS response and resolution times.

Operations & Process Management

• Oversee the daily processing of 1000 orders and ensure timely fulfillment.
• Create and implement standard operating procedures (SOPs) to reduce errors and improve efficiency.
• Coordinate workflows across customer success development and sales teams.
• Ensure compliance with company policies and service quality standards.

Reporting & Continuous Improvement

• Prepare weekly and monthly reports for leadership with operational and customer service metrics.
• Analyze customer behavior and order patterns to identify trends and improvement opportunities.
• Present data-driven insights and contribute to strategic decision-making.
• Automate repetitive tasks using tools like Zapier Notion GHL etc.

Requirements

• University degree (completed or currently pursuing) in Business Administration Digital Marketing or a related field.
• 35 years of experience in Customer Support and/or Operations preferably in tech or startup environments.
• Advanced English proficiency (written and verbal) essential for daily communication.
• Excellent interpersonal and communication skills.
• Strong process mindset and analytical thinking.
• Highly autonomous and proactive with strong problem-solving abilities.
• Comfortable working in a fast-paced ever-evolving environment.

Preferred Qualifications

• Knowledge of customer support platforms (Zendesk Intercom etc.).
• Experience with automation tools (GHL Zapier Microsoft Power Automate or similar).
• Advanced reporting and data visualization experience (Power BI Tableau or similar).
• Project management background experience or certification (PMP Agile Scrum etc.).
• Experience with tools like Zendesk Intercom Hubspot Google Sheets Zapier etc.

What We Offer

• Strategic role with direct impact on company growth and customer satisfaction.
• Opportunity to grow with the company and build your own team in the future.
• Fully remote role with flexible working hours.
• A collaborative startup culture where your voice matters.
• Competitive compensation aligned with experience and value delivered.