Customer Care Associate - Colombia

The Opportunity:

Lab Alley, a rapidly growing e-commerce business, aims to be the Amazon of chemicals. We are seeking an enthusiastic individual to join our team as Customer Care Associate. As a Customer Care Associate, you'll be the first point of contact for customers, addressing inquiries and providing support via phone, email, and chat. This position offers the chance to learn, grow, and build your skills to eventually handle more complex tasks and inquiries as you advance within the company.

• Reports to the Customer Relations Manager
• Work hours are US Central Time (will be either 8-5 or 9-6 Monday through Friday)
• This is a remote position based in Colombia.
• Employee relationship: This is a full-time employment position in Colombia, managed in partnership with an Employer of Record (EOR) service.

Essential Responsibilities:

• Respond to customer inquiries through phone, email, and chat platforms (Zoho).
• Provide accurate and timely responses to frequently asked questions (FAQs).
• Direct customer inquiries to appropriate resources or escalate when necessary.
• Assist in processing basic orders and updating customer information in the system.
• Provide general product information and guidance to help customers find what they need.
• Collaborate with the team to resolve common customer issues.
• Maintain professionalism and follow proper communication etiquette on all platforms.

Qualifications & Skills:

• Excellent communication skills (phone, email, and chat).
• Ability to multi-task and work efficiently in a fast-paced environment.
• Strong typing speed of at least 35 wpm to manage data entry.
• Problem-solving skills with the ability to handle routine customer inquiries.
• Willingness to learn and develop product knowledge to better assist customers.
• Positive, solutions-oriented attitude, with the ability to stay calm under pressure.
• Strong verbal and written English communication skills.

Nice to Have (But Not Required):

• Experience with customer service tools (e.g., Zoho, Salesforce, or other CRM platforms).
• Familiarity with e-commerce platforms
• Basic knowledge of Microsoft Office or Google Suite (Sheets, Docs, etc.).
• Previous call center or customer service experience.

Why This Role is a Great Opportunity:

• Training: You'll receive hands-on training and mentorship to help you succeed and grow.
• Collaborative Environment: Work alongside a supportive team that values cross-functional collaboration.
• Innovation: Be part of a company on the cutting edge of e-commerce, helping to provide sustainable solutions to customers across industries.

About us:

Lab Alley is on a mission to make buying essential, natural, and high-purity chemicals effortless. Often called the "Amazon for Chemicals," our digital-first platform lets you order online in minutes with transparent pricing, real-time inventory, and instant compliance access-all backed by 99.5% on-time delivery and 98.9% inventory accuracy. Free from quote delays, salespeople, or fulfillment guesswork, our platform is built around how you want to work-so you can stop chasing suppliers and focus on running your business.

Lab Alley is a founder-led essential chemical e-commerce company based in Austin, Texas.

Our workplace culture:

Our core values are an integral part of our success defining who we are.

We bring our core values to life in everything we do at Lab Alley. Therefore, every hire is aligned with our core values:

CARE:

We care about people and take pride in our work.

COMMITMENT:

We believe success is characterized by our commitment to continuous improvement.

GENUINE:

We believe in being real, authentic, and direct with those around us.

GROWTH:

Lab Alley encourages continual learning and leads with curiosity.

INITIATIVE:

To be successful, we always strive to make things happen!

INNOVATION:

Lab Alley is driven by a relentless pursuit of innovation, constantly seeking new ideas, technologies, and approaches to enhance the experiences of our customers.

WORK ETHIC:

We believe a strong work ethic is about being fully engaged, resilient, and focused on tasks to ensure each project receives attention and consideration.

We give back!

With every purchase a customer makes through our eCommerce website, we work with Ecodrive to plant a tree. This helps reduce the carbon footprint, improves coastlines, improves socio-economic conditions and so much more. Read more about that here.

Don't meet every single requirement? Studies have shown that members from some under-represented groups are less likely to apply for jobs if they don't meet every single qualification. At Lab Alley, we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles, and we are excited about hearing from you.

Please note: Lab Alley is not accepting unsolicited resumes or candidate submissions from staffing agencies for this position. In the absence of a signed agreement with Lab Alley's People Operations leader, no fee will be paid for any candidates submitted by agencies. All unsolicited resumes will be considered the property of Lab Alley.