Customer Support & Customer Experience Specialist Remote – LATAM

Customer Support & Customer Experience Specialist
Remote – LATAM

About the Company

PromptPeople is helping Loka, a fast-growing consumer brand, hire a Customer Support & Customer Experience Specialist to bring customer support in-house.

Loka sells chai makers through a Shopify store and currently serves customers primarily in the UK and US markets.

Customer support is becoming a core part of the company’s brand strategy, not just a support function. This role will be the primary voice of the company interacting with customers and will play a key role in shaping customer experience, identifying patterns in feedback, and contributing insights back to the business.

Currently support is handled by an external agency, but the company has reached a ceiling in terms of quality and ownership. The goal now is to hire a high-caliber individual who can elevate the customer experience and eventually help build internal CX processes.

The Role

This is not a basic ticket-handling role.

The company is looking for a customer support professional who can think like a CX strategist, identify patterns in customer interactions, and turn insights into improvements for the business.

The person in this role will be responsible for:

• Managing customer inquiries related to purchasing decisions and product issues
• Handling more complex or sensitive support cases, including frustrated or unhappy customers
• Communicating in a tone that reflects the brand voice and personality
• Turning negative customer experiences into positive ones
• Identifying patterns in customer feedback and sharing insights with the team
• Supporting the implementation of AI-driven support tools and automation
• Potentially owning documentation, knowledge base updates, and support workflows over time

This role is expected to evolve into a Customer Experience leadership function as the company grows.

Ideal Candidate Profile

We are looking for someone who combines customer empathy, communication skills, and analytical thinking.

The ideal candidate will have:

• 2–4 years of frontline customer support experience
• Experience supporting customers in e-commerce or DTC brands
• Experience with support tools such as

• Gorgias

• Zendesk

• Freshdesk

• Intercom

Strong written English is critical. The candidate must be able to communicate naturally, understand tone, and adapt communication style depending on the situation.

We are specifically looking for someone who:

• Can represent a brand authentically in customer conversations
• Can read the tone of a conversation and respond appropriately
• Enjoys interacting with customers
• Is capable of spotting patterns in customer issues and suggesting improvements
• Is proactive and engaged, not someone who simply closes tickets and logs off

Working Model

Remote – LATAM preferred.

The company currently operates in:

• UK market
• US market

Initially, the role will likely operate Monday–Friday, with occasional availability for escalations if necessary.

As the company grows, the support structure will likely evolve into two time zones (EU and Americas coverage).

Compensation

Target salary range:

$19,000 – $21,000 USD annually
Full-time (40–45 hours per week)

Contractor model.

Benefits such as PTO and performance bonuses can be structured depending on the final candidate.

Performance incentives may be tied to metrics such as:

• customer satisfaction
• resolution quality
• ability to recover negative customer experiences
• insights provided to improve CX

What Success Looks Like

The ideal hire will:

• Turn frustrated customers into loyal brand advocates
• Help the company identify recurring product or customer experience issues
• Contribute ideas to improve processes and customer journeys
• Eventually help shape the company’s CX strategy