Job Description

HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity.

Job Title: Remote AI Product Experience & Marketing Specialist (100% Work From Home)

Location: Remote from Latin America

Position Type: Full-time

Salary: $2,500 - 3,500 USD/month depending on experience

Schedule: Monday – Friday, aligned with UTC-5 / US Eastern Standard Time

About the Client

Our Client is a California-based company specializing in the design and manufacturing of innovative hidden electrical solutions. The business combines the experience and structure of a professionally run organization with the collaborative, connected culture of a midsize company.

Operating as a remote-first business, Our Client has a distributed team across the United States, the Philippines, and Colombia. Its teams work closely across customer experience, marketing, e-commerce, and technology, with a strong emphasis on collaboration, initiative, and continuous improvement.

Job Overview

This is a customer-facing role for someone who genuinely enjoys connecting with people, understanding their needs, and helping them find the right solutions. Beyond direct customer interactions, this person will turn customer insights into opportunities to improve marketing resources, educational content, internal processes, and technology.

The role also offers an opportunity to work with AI-powered tools and automations. The ideal candidate is curious about technology, comfortable learning new systems, and proactive about identifying ways to make workflows more effective. While technical expertise or an engineering background is not required, strong computer skills, initiative, and a willingness to experiment with AI are essential.

This is a hands-on position that requires someone who can balance customer conversations with project ownership, collaborate across departments, and independently move initiatives forward.

Responsibilities

Customer Experience & Relationship Management

• Serve as a key point of contact for customers, helping create a positive experience throughout their interactions with the business.
• Handle inbound calls and make outbound calls when customers would benefit from additional assistance.
• Build relationships with customers and trade professionals through phone, email, chat, social media, and other communication channels.
• Understand customer needs and project requirements, explain products and solutions clearly, and guide customers toward the appropriate next steps.
• Adapt communication style to different customer groups, including architects, kitchen designers, electricians, retailers, homeowners, sports teams, and other audiences.
• Respond to technical and product-related questions, using internal resources and product documentation to provide accurate guidance.
• Follow through on customer questions and commitments, involving teammates or qualified professionals when additional expertise is required.
• Identify recurring customer questions and opportunities to improve how products and solutions are communicated.
• Use AI-powered tools to identify conversations requiring personal attention, retrieve relevant information, and prepare for customer interactions.

Product Knowledge & Customer Education

• Develop a strong understanding of the company's products, applications, and customer use cases.
• Learn to interpret product specifications, measurements, drawings, and project requirements to help customers determine suitable solutions.
• Become comfortable discussing basic electrical concepts, including amps, volts, and watts, as well as cabinetry, layouts, dimensions, and spatial considerations.
• Use resources such as the company's Spec Book to answer questions and explain product applications.
• Help customers understand how electrical solutions can be incorporated into drawers, cabinets, and other spaces.
• Recognize when a question requires input from a teammate or qualified professional rather than making assumptions.

Marketing & Customer Insight Projects

• Translate customer feedback and recurring questions into opportunities to improve marketing materials, educational resources, e-commerce content, and follow-up processes.
• Collaborate with customer experience, marketing, e-commerce, and technology teams to develop resources that address customer needs.
• Help identify gaps in existing content and contribute to creating new tools, guides, and educational materials.
• Capture relevant customer insights and document them in the company's shared knowledge base to support future customer interactions and internal processes.
• Help ensure that useful information and context are accessible to both team members and AI-powered tools.

Cross-Functional Project Management

• Lead and coordinate collaborative projects across customer experience, marketing, e-commerce, and technology.
• Define project outcomes, organize next steps, coordinate contributors, and keep initiatives moving toward completion.
• Communicate progress, keep stakeholders informed, and proactively identify and address blockers.
• Take ownership of assigned projects from initial idea through execution and final review.
• Evaluate project outcomes and identify opportunities for further improvements.

Technology, AI & Process Improvement

• Use and continuously improve the technology and AI tools that support customer service and internal workflows.
• Identify repetitive tasks, process gaps, and opportunities for automation.
• Help define, test, and implement AI-powered tools, agents, and workflows that improve team productivity and the customer experience.
• Work with teammates to translate business needs into practical technology improvements.
• Contribute relevant information and context to shared knowledge systems so that both employees and AI tools can access and use it effectively.
• Stay curious about emerging technologies and proactively explore ways to make everyday work more efficient.

Qualifications, Skills, and Key Competencies

• Previous experience in a customer-facing role, with a demonstrated ability to build relationships and communicate effectively.
• Strong interpersonal skills, including the ability to ask thoughtful questions, listen actively, and adapt communication to different audiences and situations.
• Comfortable communicating with customers by phone, email, and social media platforms such as Instagram and Facebook.
• Interest in learning technical products and the ability to understand and explain basic electrical concepts, including amps, volts, and watts.
• Strong spatial reasoning skills and comfort working with measurements, drawings, dimensions, and product specifications.
• Strong project management and coordination skills, with the ability to organize details, collaborate across teams, and drive projects through completion.
• Proactive and organized approach to work, including the ability to plan daily priorities, manage competing responsibilities, and independently identify what needs to happen next.
• Strong computer skills and confidence learning and using new software, systems, and digital tools.
• Willingness to experiment with AI tools and workflows and identify opportunities to improve existing processes. An engineering or programming background is not required.
• Familiarity with remote collaboration tools such as Slack and Notion, or the ability to learn them quickly.
• Strong written and verbal communication skills.
• Ability to work independently while remaining connected to a distributed team, communicating clearly and consistently meeting commitments.
• Based in Colombia, with Medellín preferred for opportunities to connect with teammates in person.

Nice to Have

• Experience in e-commerce, digital marketing, or customer experience within an online business.
• Familiarity with platforms such as Klaviyo, ConvertFlow, and project management tools.
• Experience using AI tools, agents, or automation workflows to improve productivity and business processes.
• Experience creating or improving customer-facing resources, educational content, or marketing materials.

Application Disclaimer: Please Read Before Proceeding

To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.

Voice/Video Recording is REQUIRED

Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.

Mandatory Knockout Questions

Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.

Apply Wisely

To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don’t qualify for will not improve your chances and may affect future applications.

Check Your SPAM Folder

All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.

We appreciate your interest and look forward to reviewing your application!