Customer Experience Specialist – Tier 2 (LATAM)

Working Hours: U.S. business hours

Reports to: U.S.-Based CX Manager

Works closely with: Philippines-based CX Team

ROLE OVERVIEW

We are hiring a Senior Customer Experience Specialist (Tier 2) Bilingual to serve as a critical part of our U.S.-facing customer support operation. This role operates as a Tier 2 CX hire by seniority and judgment, while also handling Tier 1 interactions as needed.

KEY RESPONSIBILITIES

Tier 1 & Tier 2 Customer Support

• Handle inbound and outbound customer interactions via phone, SMS, chat, and email
• Resolve complex customer issues requiring judgment and nuance
• Support customers through sensitive situations
• Maintain accurate CRM documentation

Escalations & Exception Handling

• Serve as escalation point for Philippines-based CX agents
• Handle refunds, cancellations, and exceptions within policy
• Identify escalation trends and flag issues to leadership

Collaboration & Leadership Support

• Work closely with U.S.-based CX Manager
• Provide guidance to Philippines-based CX agents
• Reinforce scripts, workflows, and CX standards

Quality & Trust

• Model excellent communication and empathy
• Ensure adherence to healthcare-approved language
• Recommend improvements to workflows and scripts

COMMUNICATION EXPECTATIONS

• Fluent English
• Strong U.S. cultural familiarity
• Calm, confident communication style

REQUIRED QUALIFICATIONS

• 3–5+ years CX or customer support experience
• Escalation or Tier 2 experience
• Strong judgment and decision-making
• Experience working with distributed teams

PREFERRED QUALIFICATIONS

• Healthcare or wellness experience
• Offshore/BPO collaboration experience
• Bilingual English/Spanish
• CRM or ticketing system experience

Independent Contractor Perks
HMO Coverage for eligible locations
Permanent work from home
Immediate hiring
Steady freelance job