Customer Support Representative Tier 2

About Helpware

Helpware is a global business process outsourcing (BPO) company dedicated to delivering exceptional customer experiences through high-performing teams, innovative technology, and a culture built on collaboration and growth. We support a wide range of industries and empower our people to build meaningful careers in a modern, people-first environment.

Position Overview

We are seeking a Customer Support Representative Tier 2 – Premium & VIP Customer Experience to serve as the primary point of contact for high-value customers. This role focuses on delivering personalized, concierge-level service, nurturing long-term relationships, and ensuring every interaction feels seamless, human, and extraordinary. You will manage the full customer journey, anticipate needs, coordinate with internal teams, and uphold the highest service standards.

Offer

• Competitive salary
• Hybrid work model
• Company-provided equipment
• Major Medical Insurance
• Food vouchers

Education & Experience

• Minimum 2 years in customer-facing roles (Concierge, VIP Support, Account Management, Hospitality, or similar).
• Fluent in Spanish and English (C1/C2).
• Experience working with premium, high-profile, or high-value customers.
• Experience with CRM tools and digital communication platforms.
• Background in eCommerce, hospitality, entertainment, or premium service environments (desired).
• Additional languages, especially European, are a plus.

Skills & Responsibilities

Skills

• Exceptional communication and relationship-building abilities.
• Strong problem-solving mindset with autonomy and accountability.
• High attention to detail and ability to deliver premium service.
• Ability to multitask, prioritize, and work under pressure.
• Customer-centric, proactive, and solution-oriented.
• Strong organizational and digital proficiency (CRM, Office tools, etc.).

Responsibilities

• Act as the trusted advisor and single point of contact for VIP customers.
• Grow and nurture relationships to drive retention and loyalty.
• Deliver concierge-style, personalized support and proactive communication.
• Manage end-to-end customer journeys, including inquiries, special requests, and post-event follow-up.
• Anticipate customer needs and provide tailored solutions.
• Collaborate with internal teams (Operations, Payments, Logistics) to ensure seamless service delivery.
• Maintain ownership of assigned accounts with timely updates and resolutions.
• Represent the brand with professionalism, warmth, and premium-service standards.