About this role

Oversee the customer experience
Serve as the primary liaison for customer complaints and escalations, addressing issues promptly, and with a focus on customer satisfaction
Support global operations by providing support to teams across North America, Europe, and occasionally Asia
Cross-functional collaboration with Sales, Supply Chain, Logistics, Transportation, Product Quality, and Tech Support teams
Handle and coordinate cases related to access, pursuing, logistics, transportation, product quality, and technical support
Lead root cause analysis and partner with teams to investigate issues, identify causes, and guide corrective and preventive actions
Identify the right team members, escalate, and motivate cross-functional teams to provide solutions

Bachelor's degree in Business, Engineering, Supply Chain, or a related field (or equivalent experience)
Fluent in Spanish and English
Minimum 3–5 years in customer service, account management, complaint resolution, or customer experience roles
Experience working in global or regional environments within Latin America
Background in logistics, transportation, product quality, access/pursuing processes, or technical support
Experience with customer service processes, escalations, and case management
Familiarity with CRM systems and Microsoft Office Suite

Advocate, Customer Experience

Key skills