Bilingual Software Support

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

📋 Description

• Deliver outstanding customer support by swiftly, effectively, and professionally addressing customer concerns.

• Enhance systems and procedures by observing, analyzing, and offering practical feedback on support mechanisms, software, and processes.

• Provide operational insights, highlight areas for enhancement, and propose innovative ideas to improve customer support practices to senior leadership.

• Collaborate with teams across Finance, Sales, and Engineering to learn and implement new methodologies.

• Assist in establishing and maintaining the tracking of essential metrics that influence customer outcomes, including response times, quality of responses, customer satisfaction, and renewal rates.

• Conduct implementation calls, configure customer solutions, and deliver training sessions on products to facilitate successful onboarding and usage of software solutions for customers.

• Act as the primary contact and manage relationships with key clients to ensure ongoing success and satisfaction, including Spanish-speaking clients in Puerto Rico.

⛳️ Requirements

• At least 2 years of experience in a customer service role that involves direct customer interaction.

• Bilingual fluency in English and Spanish, with the capability to communicate professionally in both languages.

• Experience in customer retention, handling escalations, and resolving intricate customer issues with professionalism and empathy.

• Proven ability to identify opportunities for value expansion through thoughtful upsell and cross-sell discussions.

• A strong commitment to delivering exceptional customer experiences by being relationship-oriented and customer-centric.

• An ambitious career mindset, curious and eager to develop a career path in Customer Success.

• Experience in a technology/software company or with a complex product (e.g., airline, bank) is advantageous.

• Familiarity with a ticketing system like HubSpot is a plus.

• A highly motivated self-starter with excellent problem-solving abilities, outstanding written and verbal communication skills, and an analytical and creative mindset capable of identifying patterns and proposing new ideas.

• Availability to work full time and remotely during East Coast hours, starting at 8 AM EST.

• Must be a U.S. Citizen or Permanent Resident and able to successfully pass an FBI background check as a condition of employment.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and advancement.

• Flexible work schedule and remote work options.

• Supportive and inclusive company culture.