Customer Experience

**About us**
At Olé Life, we’re not just building an insurance company, we’re rewriting the rules of how protection works in Latin America.

We’re one of the region’s fastest-growing insurtechs, already protecting 10,000+ families and doubling in size every year. Backed by world-class investors like PayPal Ventures and Mundi Ventures, we’ve just closed a new round and are entering hypergrowth mode. Our mission is to make life insurance radically more accessible, digital, and human, and we’re doing it with product innovation, USD-based protection, and a fully digital experience across the region.

This is a unique opportunity to join us early and help build a category-defining company in Latam.

**Position Overview**

We are looking for a **Customer Experience Representative** who will be the first point of contact for our agent network and policyholders solving problems, answering questions, and making sure every interaction with Olé is human, clear, and helpful.

**Location**

**Key Responsibilities**
- Handle end-to-end customer interactions:from onboarding to ongoing servicing, renewals, and follow-up.
- Explain insurance terms, benefits, and procedures in clear, customer-friendly language.
- Support clients in understanding their coverage so they can make informed decisions.
- Work closely with Underwriting, Operations, Sales and Tech to resolve issues quickly.
- Act as a liaison between the customer and specialized departments.
- Assist clients with policy changes, beneficiary updates, premium payment inquiries, and coverage questions.
- Ensure accurate and timely data entry in the CRM and policy administration systems.
- Guide clients through the claims process, explaining requirements and helping them gather necessary documentation.
- Coordinate with claims and underwriting teams to keep the client informed of progress.
- Ensure all communications follow company policies, and data privacy laws.
- Maintain detailed records of all client interactions and transactions.
- Identify root causes of service issues and work with the right departments to fix them.
- Provide solutions rather than just relaying information.
- Capture customer feedback and report trends to improve processes.
- Handle customers across different regions (onshore and offshore). Adapt communication style based on cultural and regulatory requirements.
- **Qualifications**
- **Languages**:Spanish, English, and Portuguese fluency (written and spoken).
- **Experience**: 2 to 4 years in Customer Service, Customer Experience, Customer Support, or Help Desk roles experience supporting agents or commercial teams is a plus.
- **Empathy & Communication**: You write clearly, speak with warmth, and can explain complex things simply.
- **Problem-Solving**: You’re resourceful, curious, and not afraid to ask questions or dig into tools.
- **Tech-Savvy**: Comfortable using helpdesk platforms (e.g., Zendesk, Intercom), CRM tools, and internal dashboards.
- **Startup Attitude**: Comfortable with ambiguity and excited to grow with the company.
- **LATAM Experience**: Familiarity with working in or across Latin America is a plus.

**What We Offer**
- Competitive compensation and benefits.
- The chance to join a mission-driven company during its most exciting growth stage.
- Opportunities to grow professionally and shape how customer support is built at Olé.
- A remote-friendly, multicultural team that values transparency, ownership, and simplicity.
- The opportunity to make an impact across multiple markets in Latin America.

**How to Apply**

We look forward to hearing from you and exploring how you can contribute to the Olé Life journey