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Experience Specialist

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Pebl

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Location:
Colombia

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As an Experience Specialist at Pebl, you will play a vital role on our operations team, helping ensure a positive and seamless experience for both our customers and supported employees. You will engage directly with customers to address inquiries and resolve issues efficiently through a customer-first approach.

Job Responsibility:

  • Serve as the first point of contact for customers and supported employees, responding to inquiries via phone, email, and chat in a timely, professional manner while adhering to established SLAs
  • Provide accurate and relevant information regarding services, processes, and solutions, ensuring that every interaction is aligned with our customer-first approach
  • Resolve customer issues and challenges promptly, escalating to the appropriate internal teams as needed while maintaining ownership of the resolution process
  • Monitor and maintain customer satisfaction metrics, proactively working to maintain or improve scores through exceptional service and effective issue resolution
  • Continuously strive to enhance the customer experience by identifying areas for improvement and suggesting initiatives

Requirements:

  • Proven experience in customer service, preferably in a B2B or SaaS environment
  • Strong communication skills, both written and verbal, with the ability to convey information clearly and empathetically
  • Ability to build rapport quickly and manage customer relationships with professionalism and care
  • Strong problem-solving skills with the ability to think critically and find effective solutions in high-pressure situations
  • Strong attention to detail and a passion for delivering outstanding customer experiences
  • Ability to work independently and as part of a collaborative team
  • A positive, can-do attitude with a commitment to maintaining high levels of customer satisfaction

Nice to have:

  • Familiarity with CRM tools and customer support software (e.g., DevRev, Superblocks, Airtable, etc.)
  • Experience working with global customers and understanding of international business practices and cultural differences
  • Knowledge of Pebl's services or a willingness to learn
  • Familiarity with customer satisfaction metrics and metrics-driven performance tracking
What we offer:
  • Flexible Time Off
  • Parental Leave
  • Health and Dental Insurance
  • Retirement Savings + Employee Incentive Plan

Additional Information:

Job Posted:
February 21, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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