Customer Support Specialist, Bilingual – Spanish

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

📋 Description

• Deliver multi-channel assistance via email, chat, and phone.

• Address inquiries and resolve issues for carriers, drivers, shippers, and brokers.

• Investigate and resolve billing issues, subscription management concerns, invoicing discrepancies, and payment queries.

• Support users with SuperPay payment processing, transactions, and account setup.

• Identify and rectify technical and operational issues, escalating more complex cases as necessary.

• Educate users on platform functionalities and best practices.

• Gather user feedback to guide product enhancements.

• Document recurring problems for internal analysis.

• Develop and maintain knowledge base articles, user manuals, and troubleshooting resources.

• Collaborate with product, engineering, and sales teams to resolve issues.

⛳️ Requirements

• 2–4 years of experience in customer support, ideally within a SaaS or technical setting.

• Excellent communication skills and the ability to convey technical concepts to non-technical users.

• Proficiency in Spanish is mandatory.

• Experience with billing systems or payment platforms such as Braintree or Chargebee is preferred.

• Understanding of software troubleshooting techniques and customer success principles.

• Capability to handle complex inquiries and resolve escalated issues effectively.

• A proactive approach with strong organizational abilities and meticulous attention to detail.

• Customer-focused mindset with a commitment to outstanding support.

• Familiarity with CRM tools like Salesforce or ticketing systems such as Zendesk is advantageous.

• Availability to work weekend shifts on Saturday or Sunday is required.

• Willingness to work late/evening shifts until 7:00 p.m.

• Candidates must be U.S. citizens.

• All work must be conducted from within the United States.

🏝️ Benefits

• A variety of health, dental, and vision plans with part of employee premiums covered by the company.

• 401(k) plan with company matching contributions.

• Fully remote-first culture with 100% distributed work.

• Monthly wellness stipend of $50.

• Flexible paid time off policy.

• Paid parental leave ranging from 6 to 12 weeks.

• Provision of the latest technology and equipment.

• Comprehensive medical, dental, and vision coverage with generous premium contributions for employees and their families.

• Health Savings Account with employer matching.

• Company-paid disability and life insurance.

• Option to add extra coverage for employees and their families.