Our Company
At DOXA, we are dedicated to connecting businesses with top-tier talent across various industries. Our mission is to deliver innovative solutions that drive exceptional outsourcing services, enabling companies to expand their teams and grow their operations seamlessly.
What sets DOXA apart is our commitment to fostering a vibrant and supportive team culture. Join us and be part of a culture that prioritizes your happiness and well-being, ensuring you thrive both personally and professionally.
The Role
We're seeking a Customer Success & Case Coordinator. This role is designed for a highly organized, detail-oriented professional who thrives in fast-paced environments and can confidently manage sensitive situations.
You'll play a key role in handling customer concerns, coordinating case management processes, and ensuring timely, accurate follow-up across internal teams while protecting service quality and compliance standards.
Location: Must be in Colombia – Remote.
Environment: Colombian and International Teams.
Language: Advanced English (B2+ - C1).
Timezone: Monday to Friday – 9:00 AM – 6:00 PM PST.
Contract: Non-fixed Term Colombian Contract.
Requirements
Required
- 2+ years of experience in customer service, case coordination, compliance, or administrative support
- Strong written and verbal communication skills
- High attention to detail and documentation accuracy
- Ability to manage sensitive situations professionally
- Strong organization, follow-up, and time-management skills
- Bilingual – English and Spanish
Preferred
- Experience in property management, housing, or real estate
- Familiarity with CRM, ticketing, or case-management systems
- Exposure to legal notices, insurance claims, or regulatory complaints
- Experience working across operations, leadership, or compliance teams
You May Be a Great Fit If You
- stay calm and professional in high-stress situations
- communicate clearly and respectfully
- pay close attention to detail
- know how to balance empathy with professional boundaries
- work well across teams
- look for ways to improve processes, not just complete tasks
What This Role Focuses On
This is a coordination, communication, and documentation role. It does not involve leasing, onsite staff management, or providing legal advice.
- Education: Technical degree or professional studies in Administration, Business, Communications, or related fields.
- Experience: 2+ years in customer service, case coordination, compliance, or administrative support roles.
- Skills: Strong written and verbal communication, CRM/ticketing systems management, documentation accuracy, time management, and cross-functional coordination.
- Characteristics: High attention to detail, ability to stay calm under pressure, professionalism when handling sensitive issues, strong follow-up skills, and a proactive mindset.
Responsibilities
Customer Communication & Intake
- Serve as a first point of contact for owner and resident concerns by phone, email, and web form.
- Respond professionally and calmly to service issues, complaints, and sensitive concerns.
- Gather accurate information and explain next steps and timelines clearly
Complaint & Case Coordination
- Log complaints and service concerns into internal tracking systems
- Identify whether issues are routine, escalated, or sensitive
- Coordinate follow-up with Property Managers, Regional Supervisors, leadership, and other internal teams
Legal Notice & BBB Support
- Receive and document legal notices, summons, demand letters, and regulatory correspondence
- Help manage BBB complaints and similar formal inquiries from intake through response.
- Track deadlines, action items, and response status
Escalation & Cross-Team Support
- Route issues to the appropriate internal stakeholders, including operations, leadership, legal counsel, and insurance
- Ensure responses are completed on time and properly documented
- Escalate unresolved or high-risk matters according to company protocols
Documentation & Reporting
- Maintain clear, factual, and professional records of all interactions and case activity
- Handle confidential and sensitive information with discretion
- Track open and closed issues, response times, and outcomes
- Identify recurring trends or risks and flag improvement opportunities to leadership
What Success Looks Like
In This Role, Success Means
- Customer concerns are handled promptly and professionally
- Case records are accurate, clear, and complete
- Deadlines are tracked and met
- Sensitive matters are escalated appropriately
- Teams stay informed and aligned
- Repeat issues are identified so the company can improve
