Customer Support Executive

Confidential

Bogota Hybrid permanent

Posted: January 30, 2026

Job Description

Job Summary

Our Customer Support Executive will be responsible for ensuring customer satisfaction through working with the CEIC operations team, product development team, and account managers. This person will be a key part of the Customer Support team located in Bogotá, responsible for supporting end users and account managers to onboard end users, manage queries, and troubleshoot/escalate queries ensuring a positive experience of CEIC for clients. That’s why this person must have a proactive relationship attitude and be customer service oriented.

Core responsibilities

Manage the end-to-end user query process from ticket reporting to resolution to ensure SLA commitment.

Get prompt responses from operations and or product development team to ensure response times committed within the sales offer.

Provide a friendly user experience when talking to/emailing clients.

Provide user support, training, and onboarding to our client base.

Act as frontline support to answer any query on CEIC covering content, tools, and usability.

Escalate query to 2nd level support for complete resolution.

Work closely with the Account Managers to ensure a high level of service quality and user satisfaction.

Work closely with the Product Development Team on the user feedback analysis & enhancements implementation.

Assist in creating training courses and educational materials (internal & external).

Provide user training, collect, and summarize user feedback.

Document query/issues to build up knowledge base.

Assist in product testing.

Requirements

Bachelor’s degree in economics or related field.

Good understanding of Economics sciences.

Fluency in English – C1 Level required.

Excellent interpersonal skills.

2 – 3 years of experience.

Basic IT knowledge is a plus.

Portuguese speaker is a plus.

Organized and structured.

Goal oriented.

Key behaviours and previous experience

Excellent customer service and relationship-building skills, both internally with our account managers, and product development team and externally with clients/end users.

A lover of data who knows their way around our product.

Somebody who knows when to escalate.

Self-management – a structured approach to handling queries to resolution, gathering user/AM feedback.

Active listening skills to understand client issues to resolution and listen to account management feedback.

Able to write effective communications/emails in English, and Portuguese would be a plus.

If you are interested in this position, please send your CV in English.

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