Customer Support Specialist, Bilingual (Spanish), Contract

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

📋 Description

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

• Assist customers and internal teams with their inquiries.

• Diagnose complex issues and offer effective solutions.

• Develop in-depth product knowledge and remain updated on product features and improvements.

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

• Collaborate with various teams including Sales, Customer Success, Onboarding, Product, Revenue, and Engineering.

• Consistently enhance the customer experience.

• Maintain a balance between quality and efficiency while introducing innovation and creativity in the role.

• Deliver a world-class support experience, ensuring customers feel valued, supported, and satisfied.

⛳️ Requirements

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

• Proficient in both English and Spanish.

• Strong communication skills and creative problem-solving abilities.

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

• Previous experience in a fast-paced startup environment is advantageous.

• Familiarity with Intercom is a plus.

• Availability to work schedules starting around 12 PM EST/9 AM PST to 1 PM EST/10 AM PST, with flexibility based on team requirements.

• Willingness to provide holiday coverage as part of a rotating schedule.

• Potential for partial weekend coverage may be requested.

• A curious mindset with a proactive approach to learning.

• Capability to thrive in a fast-paced setting.

🏝️ Benefits

• The first week of employment is mandatory paid time off.

• One Friday off each month.

• Company-wide paid shutdown during the week between Christmas and New Year’s.

• Flexible time-off policy.

• 80% of benefits are employer-paid in the U.S.

• 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.

• Stipend for home office setup.

• Allowance for internet and phone expenses.

• Remote-first work culture.

• Weekly paydays on Fridays.

• Equity and growth opportunities highlighted in the company overview.