Customer Service Agent - English (Night Shift)

Role overview A remote, overnight customer service role based in Spain, supporting users of a live entertainment platform through phone, email, and social media. The position suits a night-owl support professional who is comfortable working independently from home on a fixed late-night schedule.

Responsibilities - Respond to customer incidents by phone, email, and social media, choosing the channel that best resolves each case - Manage incoming calls and chats efficiently while maintaining quality communication - Provide accurate, valid, and complete information using approved methods and tools - Handle complaints, offer appropriate solutions within time limits, and follow up to confirm resolution - Record interactions, update customer accounts, and file relevant documents - Follow established communication procedures, guidelines, and policies - Assist the Operations team with parallel tasks when ticket volume is lower

Requirements - Previous experience in user support or customer service roles - Familiarity with Zendesk or similar ticketing platforms - High level of English plus fluency in Spanish and English - Excellent time-management, planning, and prioritization skills - Strong interpersonal and communication skills - Solution-oriented, reliable, detail-focused, and flexible - Residence in Spain

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

Benefits and work setup - 100% remote role based in Spain - Night shift: 00:00 to 08:00, 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