Customer Service Specialist, Spanish Bilingual

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 appropriate for each platform.

• Engage with public comments using sound judgment, awareness of context, and the appropriate tone for the brand.

• Handle direct messages (DMs) and private support interactions thoroughly from start to finish.

• Utilize a CRM system to examine customer history, monitor cases, and document outcomes clearly.

• Assist with common customer service inquiries, including account and login support, subscription management, billing, refunds, cancellations, retention conversations (when suitable), and troubleshooting for access, downloads, and installations.

• Provide basic product guidance and perform technical triage, escalating issues when necessary.

• Leverage AI-assisted drafting tools to respond more quickly while ensuring each message is accurate, empathetic, and secure prior to sending.

• Adhere to established escalation procedures for high-risk issues, sensitive topics, and VIP situations.

• Contribute to maintaining consistent quality across shifts in terms of tone, accuracy, and decision-making.

⛳️ Requirements

• A High School Diploma or equivalent is required.

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

• Excellent verbal and written communication skills that are friendly, clear, and socially appropriate.

• Ability to manage customer issues related to billing, subscriptions, access challenges, and troubleshooting effectively.

• Remain calm under pressure and feel confident in high-visibility comment sections.

• Highly organized, accountable, and consistent in work performance.

• Proficient in English, both written and spoken.

• Near-native fluency in Portuguese and Spanish.

• General knowledge and interest in a variety of social media platforms.

• Access to a personal PC or laptop with a functioning webcam.

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

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

• Familiarity with creative or technical digital products (such as design, photo/video editing, and productivity tools) is a plus.

• Experience with CRM systems or social media tools like Sprout or Sprinklr is advantageous.

• Background in supporting subscription-based or SaaS products is beneficial.

• Experience with moderation and customer engagement in fast-paced social settings is a plus.

🏝️ Benefits

• Fully remote position.

• Opportunities for continuous learning and career advancement.

• Competitive compensation based on the market rates of the location.

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

• A welcoming atmosphere where your feedback and suggestions are valued.

• Enjoy working in a diverse and global team environment - BrickBrands team members come from various backgrounds.