Customer Service Agent: English - Afternoon Shift

Role overview A remote customer service role based in Spain, supporting users of a live entertainment platform across phone, email, and social media channels. The position runs on a fixed afternoon schedule and is well suited to someone who enjoys working from home while delivering a high standard of public-facing support.

Responsibilities - Respond to customer incidents via phone, email, and social media, choosing the channel that best resolves each case - Manage incoming calls and live chats efficiently, keeping communication clear and accurate - Provide accurate, valid, and complete information using approved methods and tools - Handle complaints, propose solutions within agreed time limits, and follow up to confirm resolution - Log interactions, update customer accounts, and file supporting documentation - Follow established communication procedures, guidelines, and policies - Support the Operations team with parallel work when ticket volume allows

Requirements - Previous experience in user support or customer service - Familiarity with Zendesk or comparable ticketing systems - High level of English (oral and written), plus fluency in Spanish or English - Strong organizational and time-management skills with the ability to juggle multiple tasks - Clear communication and interpersonal skills - Solution-oriented mindset, reliability, and adaptability in a fast-changing environment - Residence in Spain

Nice to have - Hands-on Zendesk experience - Background in live events or ticketing support

Benefits and work setup - 100% remote, full-time role based in Spain - Afternoon shift: 16:00 to 00:00, five days a week, with a 30-minute break - Young, international team environment - Salary advance option through Payflow - Discounts on platform events and experiences - Health insurance and Gympass membership