Customer Service Representative (Medellín Onsite)

About the role

Vive Health, a U.S.-based medical equipment company and top Amazon seller, designs and manufactures mobility aids, braces and home health essentials. It is expanding its onsite team in Medellín and is looking for Customer Service Representatives who will be the primary voice of the brand, assisting U.S. patients, caregivers and healthcare providers by phone, live chat and email.

Key responsibilities

• Deliver customer service to U.S. patients and caregivers via inbound calls, live chat and email tickets.
• Troubleshoot product assembly, operational issues and warranty claims for daily living aids and home medical devices.
• Manage post-order logistics on Amazon Seller Central and direct e-commerce platforms, including order tracking, replacements and refunds.
• De-escalate difficult situations with active listening and quick problem resolution.
• Document interactions, feedback and case notes in the CRM and ticketing system.
• Maintain quality metrics such as First Contact Resolution, Average Handle Time and Customer Satisfaction.

Required profile

• B2+ or C1 English with strong spoken and written communication, able to converse naturally with U.S. callers.
• 1+ year of experience in customer service, technical support or e-commerce support; Amazon Seller Central or U.S. retail account experience is a plus.
• Empathy and patience, especially with elderly customers or those facing health and mobility challenges.
• Ability to use digital knowledge bases and product manuals to answer questions accurately.
• Schedule reliability: punctual attendance for the Saturday–Wednesday onsite shift.

Required skills

• Experience with helpdesk software such as Zendesk, Gorgias or Freshdesk.
• English at B2+ / C1 level.

What we offer

• A clear growth path through a performance-based belt system with higher earning tiers and leadership or Tier-2 support opportunities.
• Paid time off (15 days), 12 paid holidays, parental leave, annual profit sharing and education reimbursement after the first year.
• Flexible pay options: COP, USD or stable cryptocurrency.
• A collaborative onsite team with monthly celebrations and quarterly off-site events.

To apply, submit your resume in English; only English resumes will be reviewed.