Bilingual Customer Experience Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist consumers, shoppers, retailers, and advertisers via phone, chat, and/or email.

• Deliver clear, empathetic, and efficient support for nearly 100% of scheduled hours.

• Manage complex workflows utilizing established tools, policies, and knowledge base resources.

• Address order and account issues, including edge cases and escalations.

• Review account history, order specifics, and previous interactions to reach accurate and fair resolutions.

• Generate internal transfer tickets and meticulously document cases with detailed notes.

• Recognize patterns, pain points, and process deficiencies, and suggest enhancements to supervisors and leadership.

• Demonstrate best practices, share tips and insights, and foster an inclusive team atmosphere.

• Report tooling bugs, policy inconsistencies, contact spikes, and other operational challenges to leadership.

• Availability to work Wednesday to Sunday, 10:00 AM–7:00 PM ET, totaling 40 hours per week.

⛳️ Requirements

• High school diploma or equivalent qualification.

• A minimum of 1 year in a customer-facing position.

• Proficiency in Spanish, both spoken and written.

• Ability to manage phone, chat, and/or email communications for most of the day comfortably.

• Outstanding written and verbal communication skills.

• Capability to document cases and transfers accurately while adhering to established workflows.

• Skill in investigating issues, interpreting account/order details, and making sound judgments within policy guidelines.

• High emotional intelligence and resilience when interacting with upset or frustrated customers.

• Basic technical skills with various systems, CRM tools, browser-based applications, and Google Workspace.

• Flexibility in scheduling for evenings, weekends, and holidays.

• Comfort in using AI-assisted tools and a willingness to embrace new technologies.

• Preferred: experience in contact centers or multi-channel support environments.

• Preferred: familiarity with complex, policy-heavy workflows.

• Preferred: knowledge of Salesforce, Genesys/Ujet, Zendesk, or similar platforms.

• Preferred: experience in identifying trends and suggesting improvements.

• Preferred: prior peer support or informal mentorship experience.

🏝️ Benefits

• Flexible work location options: home, office, or your favorite coffee shop.

• Regular in-person events to foster team connections.

• Competitive compensation and benefits in line with market standards.

• Access to AI-assisted tools and technologies to streamline workflows.