Spanish Bilingual – Customer Service Agent, 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 each platform.

• Addressing public comments with sound judgment, awareness of context, and the appropriate tone for the brand.

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

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

• Assisting with common customer service inquiries, including: Account and login support, Subscription, billing, refunds, and cancellations, Retention-style conversations (when needed), Troubleshooting access, downloads, installations, or "it’s not working" issues.

• Offering basic product guidance and technical triage, escalating issues when necessary.

• Employing AI-assisted drafting tools to enhance response speed while ensuring every message is precise, empathetic, and secure before dispatch.

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

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

⛳️ Requirements

• A High School Diploma or its equivalent.

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

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

• Comfort in managing customer concerns related to billing, subscriptions, access issues, and troubleshooting.

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

• Highly organized, accountable, and consistent in work approach.

• Proficiency in English, both written and spoken.

• Near-native fluency in Portuguese and Spanish.

• General knowledge and interest in various social media platforms.

• A personal computer or laptop equipped with a functional webcam.

• A conducive home working environment with a reliable internet connection.

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

🏝️ Benefits

• Fully remote position.

• Ongoing learning experiences and opportunities for career advancement.

• Competitive compensation based on local market rates.

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

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

• Enjoy working in a diverse and global team environment, with BrickBrands team members coming from various backgrounds.