Customer Reputation Specialist (LATAM)

About the role

TripleTen, an online school among technology bootcamps, is looking for a Customer Reputation Specialist to join its LATAM team. The role manages, de-escalates and resolves critical and high-friction student issues across the LATAM market, protecting the company's reputation and preventing escalation while reaching fair resolutions.

Key responsibilities

• Investigate escalated cases thoroughly, understanding the context and background of each student complaint.
• Contact students directly by call and written channels, listen to their concerns and de-escalate high-friction situations.
• Negotiate and mediate agreements with students, including those involving legal claims, formal complaints or negative social media exposure.
• Identify reputational, legal and business risks and take action to minimise their impact.
• Coordinate with internal teams to investigate cases and align on solutions in line with company policies.
• Maintain accurate records of case progress, agreements, communications and outcomes, and follow up until resolution.

Required profile

• At least 1 year of experience in customer service, customer retention, escalations, complaints management or high-touch support.
• Proven experience handling difficult customers, sensitive complaints and complex escalations, including cases with potential legal action or reputational risk.
• Familiarity with public complaints, social media escalations and threats of negative brand exposure.
• Excellent Spanish, and proficiency in English for written and verbal communication.
• Strong listening, empathy and emotional intelligence, able to stay calm and professional under pressure.

Required skills

• Experience with Slack, HubSpot, ActiveCampaign and Google Workspace.
• Ability to manage several complex cases at once, with good organisation and attention to detail.

What we offer

• 100% remote work, full-time Monday to Friday, 9am to 19pm Mex time (UTC-6).
• 600 USD gross per month plus monthly bonuses based on KPI results.
• A comfortable digital office with tools such as Slack, Jira, HubSpot and Notion.
• A diverse team spread across the US, LatAm and more.