Coordinador de Atención al Cliente
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Job Description
Leading customer service experience via written channels for a fast-growing digital academy in Latin America. Coordinating teams and optimizing customer interactions with automation and AI.
Responsibilities:
- Supervisar la operación de atención en todos los canales escritos, asegurando calidad, tiempos de respuesta y experiencia del cliente
- Liderar, desarrollar y dar seguimiento al equipo de atención (interno y externo)
- Coordinar con agencias externas durante lanzamientos de alto volumen
- Auditar conversaciones para garantizar tono, claridad y alineación con la marca
- Co-crear, entrenar y optimizar agentes de IA junto al equipo técnico
- Crear y mantener SOPs, FAQs y bases de conocimiento actualizadas
- Detectar patrones, objeciones y oportunidades a partir de conversaciones con leads y clientes
- Intervenir en casos complejos o escalados cuando sea necesario
- Monitorear métricas clave (tiempos de respuesta, conversión, satisfacción, etc.) y tomar decisiones basadas en datos
Requirements:
- +3 años de experiencia en atención al cliente, soporte o community management
- +1 año liderando equipos de atención o comerciales
- Excelente comunicación escrita (empatía, claridad y cercanía)
- Experiencia trabajando con métricas e indicadores de atención
- Pensamiento analítico para identificar patrones y oportunidades de mejora
- Experiencia creando SOPs, guías y documentación operativa
- Alta organización, proactividad y orientación a soluciones
- **Nice to Have**
- Experiencia en entornos de alto volumen (lanzamientos, infoproductos, educación online)
- Experiencia con herramientas como ManyChat, ClickUp o similares
- Experiencia trabajando con automatizaciones o agentes de IA
- Conocimiento de plataformas como ChatGPT, Claude, Voiceflow o similares
- Experiencia en Customer Success o retención de clientes
Benefits:
- Modalidad: 100% remoto
- Horario: Lunes a viernes + sábado medio día (hora LATAM)
- Flexibilidad durante lanzamientos (3 veces al año aproximadamente)
- Salario: USD $1,800 (según experiencia) + bonos por desempeño
- 30 días de vacaciones
- Telemedicina 24/7
- Sesiones de coaching
- Tarjeta con beneficios y cashback
- Crecimiento profesional dentro de una empresa en expansión
- Capacitación constante (incluyendo herramientas de IA)
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