Customer Support Specialist – Bilingual, Spanish

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

📋 Description

• Provide exceptional customer support primarily through live phone and chat interactions in both English and Spanish.

• Aid customers and internal teams by addressing inquiries, troubleshooting intricate issues, and offering effective solutions.

• Develop comprehensive product knowledge by keeping up-to-date with the latest features and enhancements.

• Monitor and update support tickets and activities in the CRM system.

• Collaborate closely with the Sales, Customer Success, Onboarding, and Product teams.

• Bring innovative ideas and creativity while ensuring quality and efficiency are maintained.

• Strive to enhance the customer experience and contribute to establishing a world-class support environment.

⛳️ Requirements

• 1 to 3 years of experience in bilingual customer support.

• Exceptional communication abilities and strong creative problem-solving skills.

• Proven experience managing a high volume of customer interactions via phone, email, and chat.

• Proficiency in both English and Spanish.

• Experience in a fast-paced startup environment is advantageous.

• Familiarity with Intercom is a plus.

• Availability for holiday coverage as part of a rotating schedule is required.

• Potential partial weekend coverage may be requested depending on team requirements.

• Start times range from approximately 12 PM EST/9 AM PST to 1 PM EST/10 AM PST, with some flexibility based on team needs.

🏝️ Benefits

• The first week of employment includes mandatory paid time off (PTO).

• Enjoy one Friday off per month.

• Company-wide paid shutdown for the week between Christmas and New Year's.

• Flexible time-off policy.

• 100% employer-paid premiums for Extended Healthcare and Dental in Canada.

• RRSP/401k matching available.

• Generous Parental Leave policy.

• Annual company retreat featuring team-building activities.

• Opportunities for learning and development.

• Home office setup stipend provided.

• Internet and phone allowance offered.

• Remote-first work culture.

• Weekly paydays on Fridays.