Customer Service Agent ( English

About the role

Sezzle is actively seeking a dedicated customer-focused professional to integrate into our expanding team located in Bogota. In this capacity, you will serve as a primary point of contact, delivering high-level support to our global user base. The successful candidate will manage the full lifecycle of customer interactions, from initial inquiry to complex issue resolution. You will act as a vital link between the user experience and internal product development, translating real-time feedback into actionable insights. This position requires a proactive mindset, where you will not only solve problems but also identify systemic issues and propose strategic improvements. You will be instrumental in building trust and maintaining clear, consistent communication across the internal support network. Furthermore, you will analyze customer behavior patterns to forecast needs and present data-driven recommendations to company leadership. Your role is essential in fostering the growth and reliability of our payment and shopping platform.

Key facts

What you'll do

• Orchestrate comprehensive support for consumers through email, live chat, and phone channels, ensuring timely and accurate resolutions.
• Diagnose and resolve a diverse spectrum of inquiries, ranging from basic account questions to intricate technical issues.
• Synthesize feedback derived from direct user interactions to collaborate effectively with product and development teams.
• Champion the customer perspective by identifying and formally reporting opportunities for process enhancements and product feature improvements.
• Establish and maintain trusted relationships with internal support colleagues to ensure cohesive case management.
• Monitor and analyze emerging trends in customer needs, translating these insights into strategic solutions for leadership review.
• Serve as a brand ambassador by embodying Sezzle's values in every interaction, thereby strengthening user loyalty.
• Document all interactions and resolutions meticulously to maintain a high standard of case knowledge and operational efficiency.
• Adapt communication style to connect with a varied user demographic, ensuring clarity and empathy in every exchange.
• Contribute to the refinement of support playbooks and knowledge base articles based on evolving case patterns.
• Assist in the onboarding and mentoring of new support team members during the initial high-volume period.
• Utilize diagnostic tools to isolate root causes of technical faults and guide users through systematic resolution steps.

Requirements

• Possess a minimum of 3 years of verifiable experience in customer support roles, demonstrating a history of professional excellence.
• Exhibit fluency in English, Spanish, and French, both written and spoken, to navigate complex interactions with precision.
• Have a proven track record of handling complex troubleshooting or software-related issues via phone, email, or chat.
• Hold a Bachelor degree or possess equivalent professional experience that demonstrates a comparable level of expertise.
• Display a demonstrated ability to manage multiple concurrent tasks and take initiative within a fast-paced, dynamic environment.
• Be physically located and legally able to reside and work in Bogota, Colombia, without visa sponsorship requirements.
• Maintain full availability for the first 2 months of employment, a period which explicitly excludes vacation time.
• Demonstrate the capability to work a fixed shift schedule aligned with Central Standard Time hours.
• Show commitment to adhering to company policies, procedures, and quality standards.
• Provide evidence of strong written and verbal communication skills suitable for handling sensitive customer situations.

Nice to have

• Bring prior experience with customer support or project management software such as Zendesk, LiveAgent, or Jira.

Practical notes

• The successful applicant must accommodate a mandatory 3-4 week training period at the commencement of employment.
• This position operates on a fixed shift basis according to Central Standard Time, requiring consistent schedule adherence.
• As this is a remote position based in Bogota, candidates must ensure they have a reliable internet connection and a suitable workspace.
• All employment decisions are contingent upon successful completion of the training period and background verification.

This role represents a significant opportunity for a disciplined and customer-centric individual to join a leading fintech company. Sezzle is dedicated to empowering the next generation of consumers through innovative payment solutions, and your contribution will be integral to this mission. If you are passionate about delivering exceptional service and driving continuous improvement, we encourage you to apply.