Spanish Bilingual – Community Manager, Social-First Customer Care Specialist

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, contextual awareness, and the appropriate brand tone.

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

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

• Assisting with common customer service inquiries such as: Account and login support, Subscription, billing, refunds, and cancellations, Retention-style discussions (when suitable), Access, download, install, or 'it’s not working' troubleshooting, Offering basic product guidance and technical triage, escalating when necessary.

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

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

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

⛳️ Requirements

• A High School Diploma or equivalent.

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

• Excellent verbal communication and writing skills (friendly, clear, and socially native).

• Comfort in managing customer issues such as billing, subscriptions, access problems, and troubleshooting.

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

• Organized, accountable, and consistent in performance.

• Proficient in English, both written and spoken.

• Spanish proficiency at B1 level or higher.

• General knowledge and interest in various social media platforms.

• A conducive working environment at home with a stable internet connection.

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

• Preferred: Near-native fluency in Portuguese.

• Familiarity with creative or technical digital products (design, photo/video editing, productivity tools, generative AI tools).

• Experience using a CRM or social tools such as Sprout, Sprinklr, etc.

• Background in supporting subscription-based or SaaS products.

• Experience with moderation and customer engagement in high-volume social settings.

🏝️ Benefits

• Fully remote position.

• Opportunities for continuous learning and career advancement.

• Competitive compensation based on local market rates.

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

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

• Enjoy being part of a diverse and global team environment - BrickBrands team members come from various backgrounds.