Customer experience associate - portuguese (bog) horatio bogota, d.c., capital district, colombia customer experience associate - portuguese (bog) horatio bogota, d.c., capital district, colombia 2 days ago be among the first 25 applicants job overview we are seeking an enthusiastic and dedicated customer experience associate proficient in portuguese and english to join our dynamic team. in this role, you will provide high-quality customer service to our global client base, assisting with inquiries and resolving issues across multiple channels such as chats, emails, calls, and tickets. job overview we are seeking an enthusiastic and dedicated customer experience associate proficient in portuguese and english to join our dynamic team. in this role, you will provide high-quality customer service to our global client base, assisting with inquiries and resolving issues across multiple channels such as chats, emails, calls, and tickets. key responsibilities - customer support: deliver exceptional customer service in both portuguese and english, addressing general inquiries - issue resolution: liaise between customers and partners to resolve order fulfillment, product, pricing, and quality issues - policy adherence: evaluate and resolve customer inquiries following company policies, and adhere strictly to established policies and procedures - escalation management: identify and escalate issues beyond scope to your leadership team and/or the appropriate department - knowledge utilization: utilize internal tools and resources to provide accurate and timely ...
Position summary as an operations/project manager, your key responsibility will be to ensure the smooth execution of assigned projects from start to finish. this involves overseeing daily support operations, managing critical escalations, and integrating seamlessly with internal teams to deliver efficient and effective resolutions. in this role, you will lead and manage multiple projects, developing detailed plans, coordinating internal teams, monitoring progress, and mitigating risks. your focus will be on optimizing operational processes, managing stakeholder communication, and utilizing data analysis to drive continuous improvements. you will be crucial in ensuring operational excellence, exceptional customer experiences, and robust escalation management. responsibilities: operational support & escalation management: provide coverage and support for data analytics and product support teams. manage and resolve field management escalations promptly and effectively. oversee and handle product support escalations, ensuring timely and accurate issue resolution. conduct thorough product slack triaging to prioritize and escalate issues efficiently. handle high-priority escalations, ensuring minimal operational disruption. quality assurance & process improvement: perform biweekly quality assurance audits, identifying opportunities for process enhancement and providing feedback to improve service delivery. continuously monitor and update internal support documentation, processes, and workflows to maintain efficiency and accuracy zendesk administration: act as a primary ad...
Job overview we are seeking an enthusiastic and dedicated customer experience associate proficient in hindi and english to join our dynamic team. in this role, you will provide high-quality customer service to our global client base, assisting with inquiries and resolving issues across multiple channels such as chats, emails, and tickets. key responsibilities customer support: deliver exceptional customer service in both hindi and english , addressing general inquiries. issue resolution: liaise between customers and partners to resolve order fulfillment, product, pricing, and quality issues. policy adherence: evaluate and resolve customer inquiries following company policies, and adhere strictly to established policies and procedures. escalation management: identify and escalate issues beyond scope to your leadership team and/or the appropriate department. knowledge utilization: utilize internal tools and resources to provide accurate and timely information. qualifications language proficiency: fluent or proficient in hindi and english. communication skills: excellent verbal and written communication abilities across multiple channels. customer service experience: previous experience in a customer-facing role is preferred. technical skills: comfortable using crm systems and other customer service software. problem-solving abilities: strong analytical skills with the ability to handle complex issues. adaptability: ability to work flexible hours to accommodate customers' local business hours. team player: collaborative mindset with the ability to work ...
Position summary as an operations/project manager, you will be crucial in ensuring the seamless execution of the assigned projects from inception to completion. you will bridge our client-facing teams and all internal functions, optimizing bpo processes and managing resources to deliver high-quality insights on time. responsibilities: - lead and manage multiple projects concurrently, ensuring adherence to timelines, budgets, and quality standards. - develop detailed project plans, including scope, objectives, deliverables, timelines, and resource allocation. - coordinate with internal teams (e.g., research, data analytics, management) to ensure operations are running smoothly. - monitor project progress, identify potential risks, and implement mitigation strategies. - implement and optimize operational processes to enhance efficiency and productivity across the project lifecycle. - manage client communication regarding projects and operational status, expectations, and any changes in scope. - oversee quality assurance processes for data collection, analysis, and reporting, and provide support when required. - develop and deliver training programs for new and existing team members on operational best practices. - analyze operational data to identify areas for improvement and implement solutions. qualifications/experience: - advanced near-native english proficiency is required. - bachelor's degree in business, marketing, project management, or related fields. - minimum of 2 years of experience in customer support operations management - proficiency with z...
En horatio, buscamos un líder de seguridad física que se una a nuestro equipo. la persona seleccionada será responsable de la dirección y gestión de la seguridad de nuestras instalaciones, así como de la protección del personal y los activos de la empresa. las responsabilidades incluyen la implementación y el mantenimiento de políticas y procedimientos de seguridad, la supervisión del personal de seguridad, la gestión de riesgos, el control de accesos y la respuesta a incidentes, entre otros. funciones: coordinar con las empresas subcontratadas la gestion de los guardas de seguridad designados para nuestras instalaciones, siempre enfocado en las necesidades y lineamientos de la compañía desarrollar, implementar y actualizar políticas y procedimientos de seguridad para proteger a los empleados, clientes y activos de horatio. administrar los sistemas de control de acceso de la empresa. administar y coordinar el soporte tecnico para los sistemas de seguridad como cctv, detección, entre otros. colaborar con la brigada de emergencia bajo la coordinación del área de sst. realizar evaluaciones de riesgo, identificar amenazas potenciales y desarrollar estrategias para mitigar los riesgos de seguridad física. estudiar las condiciones y recomendar mejoras en los aspectos de la seguridad fisica de todas las instalaciones de horatio. velar por la correcta custodia de las pertenencias de los empleados en el area de lockers. capacitar al personal en temas de seguridad para fomentar una cultura de seguridad. coordinar con otros departamentos para implementar medidas de seguridad. habilida...
We are looking for a highly capable senior client service and operations manager for our bogota team. this leader will direct and manage daily operations, focusing on optimizing efficiency, adhering to service level agreements, and fostering seamless interdepartmental coordination. key responsibilities include detailed performance metric analysis and the implementation of strategic process enhancements. this role will require both client service and operational management skills. responsibilities: supervising staff, managing workloads, providing training, and conducting performance evaluations. developing a high-performing team by fostering a positive work environment and supporting the team's professional development. motivating and engaging employees, encouraging continuous improvement, and driving team performance. manage our client relationships, understanding their need, resolving issues, and ensuring client satisfaction. ensure adherence to service level agreements (slas) by monitoring and maintaining agreed-upon service levels. contribute to the overall business strategy by developing and executing plans to achieve business goals. identify opportunities for growth and expansion, exploring new business opportunities and developing strategies for growth. staying up-to-date on industry trends and best practices, keeping informed about new technologies and approaches in the bpo. requirements excellent (near-native) english proficiency is a requirement for this job. 6+ years in a management position within a bpo environment. strong understanding of bpo process...
Position summary we are looking for a proactive and empathetic career coach experienced in career mapping and professional development to join our learning & development team. this role involves guiding individuals to define career goals, create customized career roadmaps, and cultivate the necessary skills and mindset to ensure horatio's continuous evolution and growth through the implementation of learning strategies and programs. this is an on-site role based in bogota. key responsibilities conduct one-on-one coaching sessions to assess career aspirations, strengths, and areas for growth. develop individualized career maps and progression plans based on team’s or employee’s goals, skills, and values. guide skill-building, professional branding, and role transitions administer and interpret career assessments, 360-degree feedback, and self-evaluation tools. collaborate with the leadership team to align career development plans with organizational structures and talent strategies. design and deliver workshops or resources on goal-setting, career planning, and self-development. monitor progress, provide feedback, and update development plans regularly to reflect growth and changing aspirations. stay up-to-date with industry trends, career pathways, and future-of-work developments. required skills/abilities advanced near native english proficiency demonstrated expertise in career mapping and/or competency-based development ability to work with diverse populations across different career stages ability to evaluate and research development options and alternatives experience w...
Position summary: horatio is looking for a highly energetic and results-driven training specialist with advanced english to join our amazing team in bogota, colombia. the right person will be comfortable in an "all hands on deck" environment, loves solving people's problems, and can thrive in a fast-paced startup culture. our ideal candidate is someone who enjoys and excels at creating quality assurance processes, communicating with customers, and creating a best-in-class experience for them. this candidate will play a key role in supporting horatio’s rapid growth by delivering solutions to improve our training process and communicating insights to senior management. this role is ideal for a driven problem-solver with exceptional people skills who seeks to make an impact at a fast-growing startup. this is an on-site role based in bogota. responsibilities: take a service- and solution-oriented approach to all interactions, using strong judgment and being policy-driven to ensure it's right for the customer. strict adherence to company philosophy and mission statement. good interpersonal skills and communication with a positive attitude. able to multitask, prioritize, meet deadlines, and manage time efficiently. excellent leadership and team-building skills. able to analyze problems and strategize for better solutions. learn systems and processes quickly and push the boundaries in customer service while also becoming an expert on our clients’ products. assess associates' interactions to identify areas of improvement provide coaching to associates about area...
Horatio bogota, d.c., capital district, colombia training director (bog) horatio bogota, d.c., capital district, colombia get ai-powered advice on this job and more exclusive features. position summary: horatio is looking for a training director to build, design, and oversee all training programs within the organization. the training director's responsibilities include developing training programs from scratch for clients, designing company-wide training programs to optimize performance, identifying training needs based on skills gap analyses, creating group and individual learning courses, and managing the training budget. to be successful in this role, the ideal candidate should have significant experience in building, testing, and implementing training, as well as designing educational curricula. ultimately, this role will help us develop our employees’ skills to improve the quality of work, productivity, and retention. responsibilities: build, test, and implement client training programs from scratch to reduce ramp time, improve performance kpis, and advance quality standards use performance reviews and skills gap analyses to identify training needs per department, team, and individual plan training programs based on client and business goals oversee learning activities, curriculum, and resources manage quarterly and annual training budgets evaluate the results of learning courses implement coaching sessions and mentorship programs to establish a culture of continuous learning recommend new training methods (including e-learning courses and game-based platforms)
Position summary: the client service manager is often the main point of communication between clients and the company. they must maintain good business relationships with current clients. also, they are expected to handle and resolve client queries, develop strategies for improving customer service, train other client services staff, and participate in client onboarding. responsibilities: participate in regular program reviews. perform internal quality control check-ins with assigned teams. support team leads and managers in establishing kpis and meeting their program goals. provide a leadership team with status updates and solutions to milestones, deliverables, risk assessments, etc. foster a problem-solving environment demonstrating teamwork and innovation. establish a standard and encourage the learning and sharing of best practices. craft best practices and templates based on program needs/requirements. required skills/abilities: excellent (near-native) english proficiency is a requirement for this job. experience running large cs teams. amazing customer support, phone support experience preferred. tech-savvy and advanced proficiency on g-suite/ms office. experience successfully managing and mentoring other people. experience leading hiring and interviews, training, and quality control programs. sales or e-commerce experience and understanding of sales metrics and drivers. great eye for detecting team and employee risk before it becomes an issue. track record of building positive relationships with employees and partners. strong work ethic and a talent for bringing out ...
We are looking for a highly capable senior client service and operations manager for our bogota team. this leader will direct and manage daily operations, focusing on optimizing efficiency, adhering to service level agreements, and fostering seamless interdepartmental coordination. key responsibilities include detailed performance metric analysis and the implementation of strategic process enhancements. this role will require both client service and operational management skills. responsibilities: supervising staff, managing workloads, providing training, and conducting performance evaluations. developing a high-performing team by fostering a positive work environment and supporting the team's professional development. motivating and engaging employees, encouraging continuous improvement, and driving team performance. manage our client relationships, understanding their need, resolving issues, and ensuring client satisfaction. ensure adherence to service level agreements (slas) by monitoring and maintaining agreed-upon service levels. contribute to the overall business strategy by developing and executing plans to achieve business goals. identify opportunities for growth and expansion, exploring new business opportunities and developing strategies for growth. staying up-to-date on industry trends and best practices, keeping informed about new technologies and approaches in the bpo. requirements excellent (near-native) english proficiency is a requirement for this job. 6+ years in a management position within a bpo environment. strong understanding of bpo processes, service ...
Horatio bogota, d.c., capital district, colombia horatio bogota, d.c., capital district, colombia get ai-powered advice on this job and more exclusive features. position overview: we are seeking an experienced data engineer with a devops mindset to join our dynamic team. this role involves developing and orchestrating data pipelines, strengthening our data infrastructure, and supporting data-driven decision-making processes. this is a hybrid position based in bogotá. technical requirements: 3-5 years of data engineering experience strong proficiency in python, sql, scala, and javascript extensive experience with cloud platforms (aws, gcp), including specific aws services (mwaa, glue, s3, dynamodb, secrets manager) experience with snowflake and astronomer for data warehousing and etl strong understanding of data warehousing, data lakes, and data management principles experience with data structures, oop, and software architecture patterns expertise in version control (git, github) experience in developing and consuming restful apis and managing webhooks advanced english proficiency preferred experience: experience with ai/ml pipelines and infrastructure knowledge of iac (cdk, cloudformation) experience with streaming data streamlit application development familiarity with observability tools understanding of data caching strategies core responsibilities: design, develop, and maintain scalable data pipelines focusing on: integration between cloud platforms and snowflake support for ai/ml workflows real-time data processing data quality and governance imp...
Horatio bogota, d.c., capital district, colombia horatio bogota, d.c., capital district, colombia get ai-powered advice on this job and more exclusive features. position summary: the client service manager is often the main point of communication between clients and the company. they must maintain good business relationships with current clients. also, they are expected to handle and resolve client queries, develop strategies for improving customer service, train other client services staff, and participate in client onboarding. responsibilities: participate in regular program reviews perform internal quality control check-ins with assigned teams support team leads and managers in establishing kpis and meeting their program goals provide a leadership team with status updates and solutions to milestones, deliverables, risk assessments, etc foster a problem-solving environment demonstrating teamwork and innovation establish a standard and encourage the learning and sharing of best practices craft best practices and templates based on program needs/requirements required skills/abilities: excellent (near-native) english proficiency is a requirement for this job experience running large cs teams amazing customer support, phone support experience preferred tech-savvy and advanced proficiency on g-suite/ms office experience successfully managing and mentoring other people experience leading hiring and interviews, training, and quality control programs sales or e-commerce experience and understanding of sales metrics and drivers great eye for detecting team and employe...
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