Customer Support Specialist

Customer Support Specialist

Location: Colombia / Mexico (Remote) Position Type: Full-Time Vacancy Status: This posting is for an existing vacancy.

Voices is the trusted voice partner for brands, tech and voice talent. Voices helps scale real voice solutions, across traditional voiceover, Voice AI, and ethically sourced voice data. For more than two decades, the biggest and most beloved brands have trusted Voices to find their voices and bring their projects to life.

Why join us? We're on a mission to shape the future of voice, and we're building a team that's curious, collaborative, and passionate about making great ideas heard.

About the Role

As a Customer Support Specialist within our Delivery & Operations department, you will be on the front lines providing a stellar, high-touch experience to our diverse community, from Voice Over Talent to Enterprise clients. This role is unique because it blends proactive customer problem-solving with platform integrity; you'll not only resolve inquiries but also act as a platform guardian by reviewing jobs and investigating suspicious activity to ensure trust and safety. Working in a fast-paced environment, you'll leverage tools like Salesforce, Slack, and AI-powered support tech to tag cases, log bugs, and provide front-line insights that shape our product. You will report directly to the Manager, Customer Support.

Responsibilities In this role, you'll take ownership of the following key areas:

• Triage and Resolve: Prioritize and answer urgent cases, calls, and emails across multiple channels. Solve immediate customer challenges while proactively heading off future problems.
• Trust and Safety: Review jobs and packages to ensure legitimate postings are approved. Investigate suspicious users and execute steps to remove fraudulent accounts from the platform.
• Data and Insights: Tag 100% of your assigned cases with accurate dispositions, types, and sentiment to provide data-driven insights. Actively log bugs for the IT team.
• Cross-Functional Collaboration: Serve as a subject matter expert and educational resource. Attend interdepartmental meetings to share front-line insights regarding core customer challenges.
• Process Improvement: Embrace available tools and technology to recommend and execute efficiency improvements in interdepartmental Customer Support workflows.

What You Bring We're looking for someone who brings some or all of the following:

• Experience & Education: A minimum of a College diploma in Marketing, Communications, Business Administration (or equivalent), plus demonstrated experience in an advanced Customer Support role or related field.
• Language Skills: Must be fluent in English. Additionally, high proficiency or native-level skills in Spanish is required.
• Technical Proficiency: Familiarity with Salesforce, Slack, and Google Suite. Experience with AI-powered support tools (including chatbots) and productivity platforms is a strong asset.
• Exceptional Soft Skills: Top-tier time management, agility, and the ability to juggle competing priorities with grace in a dynamic, fast-paced environment.
• Customer-First Mindset: A passion for delivering high-touch customer service by listening, empathizing, and anticipating needs. You excel at analyzing complex issues and collaboratively developing innovative solutions.

Perks & Benefits In addition to competitive compensation, we offer a range of perks that support your growth, wellbeing, and day-to-day flexibility. Here's what you can look forward to:

• Generous Vacation
• Comprehensive Health Coverage
• Performance Bonus Program
• Learning & Development Support
• A Great Team

Remote Work Details: We champion workplace flexibility. This role is remote, but we still highly value in-person connection. You are always welcome to work from our Ontario hub, though it is never required. Should we ever need you to attend a specific event, we will fully cover your travel and lodging expenses. Compensation: Competitive salary commensurate with location & experience. Additional Notes

• All interviewed candidates will receive notification within 45 days of final interviews.
• Our Use of AI in Recruitment: We use an AI tool in our applicant tracking system (Jobvite) to check how well a candidate's experience aligns with the job requirements. This feature, called Talent Match, may label an application as a match or leave it unlabelled. It does not make decisions or reject candidates. Every application is reviewed by our People Operations team.

Our Commitment to Equity & Accessibility Voices is an equal opportunity employer committed to fostering an inclusive and accessible workplace. We welcome applications from individuals of all backgrounds and experiences. If you require accommodation during the recruitment process, please let us know, and we will work with you to meet your needs.