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UMAEZ - Universidad Multicultural Agroecológica Emiliano Zapata

WebsiteLinkedInAll Job Openings

11 - 50 employees

🛍️ eCommerce

📣 Marketing

👥 B2C

eCommerce • Marketing • B2C

UMAEZ - Universidad Multicultural Agroecológica Emiliano Zapata is a global brand operator that develops, launches, and scales consumer brands it owns across direct-to-consumer (D2C) channels and marketplaces. The company emphasizes performance-first, AI-powered operations and an in-house creative engine to produce high-performing ads and full-funnel marketing. UMAEZ partners across product development, paid media, conversion optimization, retention (email & SMS), UGC & influencer production, and fulfillment & logistics — positioning itself as a vertically integrated builder and scaler of consumer brands in fragrance, wellness, beauty, and lifestyle. It reports portfolio-level metrics such as $250M+ revenue generated, 3M+ active customers, and 12+ brands in its portfolio.

📋 Description

• Making outbound calls to existing customers for post-purchase follow-ups, proactive delivery updates, and satisfaction check-ins [Approximately 50+ calls per day] • Executing review acquisition campaigns — reaching out to verified purchasers and guiding them through leaving a review on our Trustpilot page, compliantly and naturally • Following call scripts and frameworks precisely while using good judgment when conversations go off-script • Logging every call outcome accurately in our CRM/helpdesk [Aircall] • Hitting daily and weekly call volume targets as set by the CS Manager • Maintaining CSAT and call quality scores within defined benchmarks • Surfacing recurring complaint patterns and call objections to the CS Manager for SOP and messaging improvements • Flagging any compliance concerns, sensitive customer situations, or escalation risks immediately

🎯 Requirements

• Minimum 2–3 years of experience in a customer support role — call center or outbound phone experience strongly preferred; DTC or e-commerce experience is a significant advantage • Fluent, clear, confident American English — spoken and written. Customers are US-based; your accent and phrasing must be comfortable and natural for an American audience. This is non-negotiable. • Strong phone presence — you sound engaged, warm, and professional, not robotic or scripted • Proven ability to handle difficult conversations calmly — complaints, frustrated customers, cancellation intent — without losing composure or matching their energy • Comfortable working within structured call frameworks while adapting naturally when the conversation requires it • Detail-oriented with CRM and logging discipline — every call outcome documented accurately: resolution, sentiment, issues, follow-up required • Proactive and self-directed — you hit your call targets without being chased and you flag problems before they land on someone else's desk • Experience in retention or winback calling (subscription brands, DTC) — Nice to Have • Familiarity with helpdesk or CRM tools (Commslayer, RichPanel, Gorgias, Zendesk, or similar) — Nice to Have • Prior experience with review outreach or NPS/CSAT follow-up calling — Nice to Have • Comfort navigating fulfillment-related conversations (order status, reshipments, tracking disputes) — Nice to Have

🏖️ Benefits

• Competitive salary based on market and experience • Fully remote, working within your assigned market's timezone (must overlap with US business hours) • Clear growth path within our CS team and retention function • Structured call frameworks, proper tooling, and a CS team being built to the right standard