Customer Care Specialist, Spanish

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

📋 Description

• You will serve as the primary voice of the brand on social media, assisting customers in real-time while ensuring responses are human, clear, and tailored to the platform.

• Addressing public comments with sound judgment, situational awareness, and the appropriate brand tone.

• Overseeing direct messages (DMs) and private support inquiries from start to finish.

• Utilizing a CRM to assess customer history, monitor cases, and document outcomes clearly.

• Assisting with common customer service needs, which include: Account and login support, Subscription, billing, refunds, and cancellations, Retention-style discussions (when suitable), Access, download, installation, or troubleshooting for "it’s not working," Providing basic product guidance and technical triage, escalating when necessary.

• Leveraging AI-assisted drafting tools to expedite responses while ensuring accuracy, empathy, and safety in every message prior to sending.

• Adhering to established escalation procedures for high-risk issues, sensitive subjects, and VIP circumstances.

• Contributing to the maintenance of consistent quality across shifts (tone, accuracy, decision-making).

⛳️ Requirements

• A High School Diploma or equivalent.

• Minimum of 2 years of experience in social care, community management, customer experience support, or digital customer service.

• Strong verbal communication and writing skills (friendly, clear, and socially adept).

• Comfortable addressing customer issues such as billing, subscriptions, access challenges, and troubleshooting.

• Able to remain calm under pressure and confident in high-visibility comment sections.

• Organized, accountable, and consistent in work performance.

• Proficient in English, both written and spoken.

• Spanish proficiency at a B1 level or higher.

• General knowledge and interest in various social media platforms.

• A suitable home office environment with a reliable internet connection.

• Availability to work an 8-hour shift on a rotating schedule.

🏝️ Benefits

• Fully remote position.

• Ongoing learning experiences and opportunities for career advancement.

• Competitive compensation based on local market rates.

• An exciting opportunity to collaborate with some of the world’s most innovative and dynamic brands.

• A supportive environment where your feedback and suggestions are valued.

• Experience working in a diverse and global team setting, with BrickBrands team members coming from various backgrounds.