Customer Support Specialist (Bilingual)

Job description

Location: Medellín, Colombia (office‐based) Schedule: Monday to Friday, between 8:30 AM and 6:30 PM CT (you will be assigned a shift within this time range). About Us At CarbonBetter, we believe what’s good for the planet is good for business. We’re a certified minority-owned sustainability and energy logistics company, tackling climate change from the inside. Headquartered in Austin, Texas, and with a dynamic presence in Medellín, Colombia, we deliver energy and climate solutions of tomorrow, today. We’re proud to be the largest minority-owned business in Austin. Learn more here: If you’re ready to join a team that’s passionate about making a difference, and grow professionally while doing so, this is your opportunity. What You’ll Do As a Customer Support Specialist, you’ll be the friendly expert our customers rely on. You’ll connect with them through phone, email, chat, and text, helping them navigate their electricity and natural-gas services with confidence. Your mission is to listen, understand, and offer solutions that strengthen their experience and encourage them to stay with us. You’ll also partner closely with our Quality Control team to review enrollments, ensure accuracy, and recommend improvements that make our service even better. Key responsibilities Handle inbound and outbound interactions (phone, email, chat, text), providing efficient and empathetic support. Engage proactively with customers who are considering cancelling, help them explore alternatives, retain their service, and reinforce their value to our mission. Identify cross-sell and upsell opportunities aligned with customer needs. Partner with the Quality Control team: review call recordings, assess enrollment processes (including Third-Party Verification recordings), call new customers to verify information, and submit detailed feedback. Work closely with your teammates, escalate issues, share insights, and collaborate in pursuit of team goals. Take on ad-hoc tasks and projects as required in our fast‐moving retail energy division. Who You Are You are a self-starter who thrives in a fast-paced environment and loves resolving customer issues. You have 2+ years of customer-support experience, ideally in a phone-centric and retention-oriented role. You are fluent in English (spoken and written) and comfortable working with software tools and systems. You’re highly reliable, organized, process-oriented, and able to follow detailed instructions. You excel at problem-solving, and you can diffuse challenging situations with patience, empathy and tact. You’re a proactive communicator, ask questions, give feedback, escalate when appropriate. How We Measure Success Customer Satisfaction: You consistently deliver accurate, empathetic responses and resolve issues promptly. Retention Results: You succeed in saving customers and preserving revenue. Quality Control Performance: You complete QC tasks on time, are accurate in your assessment and give detailed, actionable feedback. Team Communication & Collaboration: You communicate proactively, share insights, and contribute to team improvement. Adaptability: You accept and apply constructive feedback to improve your performance. Why Join CarbonBetter? Stable Monday–Friday schedule (no weekends or rotating shifts) Permanent (indefinite-term) contract. Weekly English classes (2 hours) to support your professional growth. Company-paid parking. Discounted membership at Action Black gym. Snacks and beverages provided in the office. Resumes and responses must be submitted in English. Ready to make an impact and join us on our mission?