Customer Experience Specialist

Description

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.