Post-Purchase Experience Specialist Role This is a pivotal position that requires an individual with exceptional analytical skills and a deep understanding of customer needs. The primary responsibility will be to enhance and optimize the post-purchase journey for millions of travelers. As a Post-Purchase Experience Specialist, you will be working closely with cross-functional teams to drive customer-centric improvements. This involves monitoring and responding to customer reviews, investigating pain points, and analyzing feedback sources. The ideal candidate will have a proactive, analytical, and organized profile. They should be familiar with tools like Intercom, Trustpilot, and Looker, or survey platforms. Fluency in English (spoken and written) is essential, with additional languages being a plus. Responsibilities: - Manage and continuously improve the post-purchase customer experience. - Monitor and respond to customer reviews, representing Holafly's tone and values on external platforms. - Investigate customer pain points and analyze feedback sources like NPS surveys and reviews to identify patterns and opportunities. - Build and maintain reports and dashboards using tools like Looker or Google Sheets to track customer sentiment and experience KPIs. - Collaborate with Customer Support, Product, Tech, and Operations teams to drive customer-centric improvements. - Use Intercom and other tools to manage support tickets and communication workflows. Requirements: - Based in Medellín, Colombia, or open to working in a hybrid format. - 1–2 years of experience in Customer Experience, Customer Support, QA, or a similar role. - Familiarity with tools like Intercom, Trustpilot, Looker, Google Sheets, or survey platforms. - A passion for creating memorable and smooth customer experiences—not just solving tickets.