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.