Customer Experience Specialist - U.S. E-Commerce

🌎 Remote | LatAm - WE ARE EXCLUSIVELY CONSIDERING APPLICATIONS FROM INDIVIDUALS CURRENTLY RESIDING IN LATAM.

️❗️ ONLY ENGLISH RESUMES WILL BE CONSIDERED

🗣️️️ ️PLEASE NOTE THAT THIS ROLE REQUIRES ENGLISH PROFICIENCY (C2 LEVEL)

💼 START DATE: ASAP

About Motum

At Motum, we deliver exceptional customer support solutions that drive satisfaction and efficiency to US companies. As part of our highly skilled, bilingual team, youll use cutting-edge technology to handle inbound and outbound communication, technical assistance, live chat, and omnichannel support.

Whether youre passionate about call center operations, multilingual support, or creating tailored customer experiences, Motum offers high-quality opportunities that align with your skills and ambitions. 

About the Role

Were looking for a Customer Support Specialist to join a fast-growing US-based e-commerce retail brand that sells stylish, high-quality lifestyle products online. You'll be the friendly voice and problem-solver for customers, helping with everything from product questions to order tracking, while ensuring every interaction reflects the brands values and delivers a top-notch experience.

If you enjoy working with consumer products, solving problems, and providing excellent service, this could be a great fit for you.

Responsibilities:

• Respond to customer inquiries via email, live chat, and social media DMs
• Assist customers with orders, returns, exchanges, and product-related questions
• Provide helpful, friendly, and accurate responses in a timely manner
• Use customer support tools (help desk/ticketing software) to manage and resolve cases
• Escalate technical or complex issues to the appropriate team
• Identify recurring questions and suggest updates to FAQs or knowledge base content
• Collaborate with operations, marketing, and fulfillment teams to ensure smooth customer experiences

Requirements:

• Strong written and spoken communication skills in English and Spanish (C2 English required)
• 3+ years of experience in customer service (e-commerce or retail)
• Experience with help desk or ticketing software (Richpanel, Zendesk, Gorgias)
• Good problem-solving skills and attention to detail
• Comfort with technology and ability to learn new systems quickly
• A positive, customer-first attitude

Additional Information:

• Working Hours: Monday to Friday, 9 AM - 5 PM 
• Full-Time: 40 hours per week

We Offer:

• 💻 100% remote role!
• 💵 $1,200 per month
• ️ 🛍️ Work with a dynamic US lifestyle e-commerce brand in a growing industry
• 📈 Gain experience supporting customers from an international market
• 🚀 Supportive, remote-first culture that values your contributions