Tier 3 Customer Success Specialist (Colombia)

Location: Colombia

Department: NeoWork

Workplace: remote

Employment Type: full

Description

NeoWork is hiring a Tier 3 Customer Success Specialist to support a US-based client from our Colombia team. This is a full-time, remote role. The work is process design, not standard support. You will study how customer work gets done, find where it breaks down, and build the system that fixes it.

This role sits at the high end of our customer team. You will think like an operator. Most of your time will go to problems that don’t have a playbook yet. You will write the playbook. This is a self-directed role.

Key Responsibilities:

• Map customer workflows from start to finish and identify where they break down.
• Design clear, repeatable processes to remove friction and improve outcomes.
• Write and maintain SOPs that a new team member can follow without guessing.
• Turn client goals into process by working directly with leadership.
• Build tools, templates, and documentation that the wider team can reuse.
• Track the results of process changes and adjust based on what the data shows.
• Share what you build so the team can apply it across similar situations.

Requirements

• 5+ years of strong customer service experience in customer success, operations, process design, or a related field.
• Experience writing SOPs, process documentation, or training materials.
• Comfort with Google Workspace, ClickUp, or a similar task tool, and spreadsheets.
• Experience working directly with client leadership and coordinating across internal operations teams to translate decision-maker goals into clear processes.
• Strong written and spoken English.

Benefits

• We offer health insurance for contractors
• Holiday Extra Pay
• This is a 100% home-based position
• We prioritize the mental health of our team members and offer mental health days to support their well-being.
• Performance-based incentives are provided.
• There are ample opportunities for professional growth and advancement within the company.