Customer Experience Specialist – Tier 2 at Silhouette MD | Torre
Customer Experience Specialist – Tier 2
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Silhouette MD

Customer Experience Specialist – Tier 2

Silhouette MD
Posted by
Michael Moran
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You'll elevate customer experience and guide a distributed team in delivering lasting health solutions.
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Full-time

Legal agreement: Contractor

Currency exchange and taxes to be paid by:

Depends on the location of the candidate

Base compensation
USD1k - 2k/month

+ Bonuses (up to 20% of base compensation)

Non-negotiable
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Remote (for Argentina residents)
Remote (for México residents)
Remote (for Colombia residents)
Remote (for Brazil residents)
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Visa sponsorship: No
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Posted 3 months ago

Requirements and responsibilities

Customer Experience Specialist – Tier 2. Location: Latin America (remote). Employment type: full-time. Working hours: U.S. business hours. Reports to: U.S.-based CX manager. Works closely with: Philippines-based CX team and U.S.-based management. Role overview. We are hiring a Senior Customer Experience Specialist (Tier 2) based in Latin America to play a critical role in our U.S.-facing customer support operation. This position functions as a Tier 2 specialist by seniority and judgment, while also supporting Tier 1 interactions when required. Key responsibilities. Tier 1 and 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 and up-to-date CRM documentation. Escalations and exception handling. * Act as an escalation point for Philippines-based CX agents. * Manage refunds, cancellations, and exceptions in accordance with policy. * Identify escalation trends and report issues to leadership. Collaboration and leadership support. * Work closely with the U.S.-based CX manager. * Provide guidance to Philippines-based CX agents. * Reinforce scripts, workflows, and customer experience standards. Quality and trust. * Model clear, empathetic, and professional communication. * Ensure adherence to healthcare-approved language. * Recommend improvements to workflows and scripts. Communication expectations. * Fluent, near-native English. * Neutral or light accent. * Strong familiarity with U.S. culture. * Calm and confident communication style. Required qualifications. * 3–5+ years of customer experience or customer support experience. * Experience handling escalations or Tier 2 support. * Strong judgment and decision-making capabilities. * Experience working with distributed teams. Preferred qualifications. * Experience in healthcare or wellness environments. * Experience collaborating with offshore or BPO teams. * Bilingual English and Spanish. * Experience with CRM or ticketing systems. Success metrics. * Escalation resolution quality. * Customer satisfaction. * Support effectiveness for offshore teams. * Feedback from U.S. leadership.
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