Bilingual CX and Operations Specialist, Spanish, English

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

📋 Description

• Provide customer support through phone, chat, and email in both English and Spanish.

• Manage escalations and intricate issues, ensuring prompt and precise resolutions.

• Assist with telecommunications-related inquiries (e.g., port-ins, service complications).

• Record interactions and keep accurate documentation in internal systems.

• Recognize trends and participate in enhancing processes and operational efficiency.

• Collaborate with team members based in the U.S. across support and engineering departments.

⛳️ Requirements

• Proficient in both English and Spanish (excellent written and verbal communication skills).

• A minimum of 3+ years of experience in omnichannel support within BPO, call centers, or telecommunications (preferably for U.S.-based multinational clients).

• At least 1+ years of experience in the telecommunications sector (port-in, service migration, account transfers).

• Experience in handling voice support and managing escalations.

• Strong analytical and critical thinking capabilities.

• Availability to work full-time (Monday to Saturday) during U.S. business hours.

• Bachelor's Degree or higher (preferably summa, magna cum laude, or an Academic Scholar from a reputable institution).

• Familiarity with tools such as ZoHo, Intercom CX, and Google Sheets.

• Experience in high-touch, premium customer service environments, where service quality is just as crucial as speed.

• Direct experience within the U.S. Telecommunications or IT Services sector (e.g., TeleTech, AT&T, Boost Mobile).

• Background in working with U.S.-based startups.

🏝️ Benefits

• Work From Home

• Training & Development