Tier 3 Customer Success Specialist
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Job Description
Tier 3 Customer Success Specialist designing workflows, SOPs, and reusable tools for NeoWork’s US-based clients. Improving customer operations through data-driven process design from a remote Colombia team.
Responsibilities:
- Map customer workflows from start to finish and identify where they break down
- Design clear, repeatable processes to remove friction and improve outcomes
- Write and maintain SOPs that a new team member can follow without guessing
- Turn client goals into process by working directly with leadership
- Build tools, templates, and documentation that the wider team can reuse
- Track the results of process changes and adjust based on data
- Share developed processes so the team can apply them across similar situations
Requirements:
- 5+ years of strong customer service experience in customer success, operations, process design, or a related field
- Experience writing SOPs, process documentation, or training materials
- Comfort with Google Workspace, ClickUp, or a similar task tool, and spreadsheets
- Experience working directly with client leadership and coordinating across internal operations teams to translate decision-maker goals into clear processes
- Strong written and spoken English
Benefits:
- Health insurance for contractors
- Holiday Extra Pay
- 100% home-based position
- Mental health days
- Performance-based incentives
- Opportunities for professional growth and advancement
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