Spanish Bilingual – Customer Experience 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 each platform.

• Address public comments with sound judgment, awareness of context, and an appropriate brand tone.

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

• Utilize a CRM system to review customer histories, track cases, and document outcomes clearly.

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

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

• Leverage AI-assisted drafting tools to respond more quickly while ensuring that each message is accurate, empathetic, and safe before dispatching.

• Adhere to established escalation protocols 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.

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

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

• Comfortable dealing with customer concerns involving billing, subscriptions, access issues, and troubleshooting.

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

• Organized, responsible, and consistent in your work.

• 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 home working environment with a stable internet connection.

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

🏝️ Benefits

• 100% remote position.

• Opportunities for continuous learning and career advancement.

• Competitive compensation based on location market rates.

• A fantastic opportunity to collaborate with some of the world’s most innovative and exciting brands.

• An inclusive environment where your feedback and suggestions are valued.

• Experience working in a diverse and global team environment, as BrickBrands team members come from various backgrounds.