Remote job
Customer Support Representative (Costa Rica) - Mandarin Speaking
Job details
About this role
Role overview
Support restaurant owners and their guests with clear, considerate service in Spanish and English. You’ll manage a high volume of customer conversations, take responsibility for resolving issues end to end, and help customers feel supported during both routine questions and stressful situations.
Responsibilities
- Respond to customer needs mainly by phone, as well as through some text and email support. - Listen carefully, investigate the underlying issue, and guide each case through resolution. - Use sound judgment and empathy when handling escalations or time-sensitive problems. - Organize multiple ongoing cases and keep details accurate while working at pace. - Help colleagues build their skills by sharing expertise, mentoring, or supporting training. - Adapt communication to the customer and maintain a calm, professional approach.
Requirements
- Strong spoken and written fluency in Spanish and English, at approximately C1/C2 level. - Customer support experience, including complex issues and escalations. - Ability to prioritize competing work, remain accurate, and stay composed under pressure. - Clear communication and a customer-first approach to decision-making. - Familiarity with CRM and telephony systems; Salesforce, Intercom, TalkDesk, or comparable tools are useful. - A quiet, reliable home workspace with stable high-speed internet. - Flexibility for morning and evening shifts and open weekend availability as part of a 24/7 support operation.
Nice to have
- Experience in restaurants, hospitality, retail, or another high-volume customer-facing environment. - Prior support for small businesses, restaurant owners, or hospitality businesses. - Familiarity with CSAT, quality assurance, first-contact resolution, or service-level metrics. - Experience collaborating remotely across time zones.
Benefits and work setup
- Full-time remote position with shifts typically between 7 a.m.–4 p.m. and 11 a.m.–8 p.m. Pacific Time. - Estimated annual pay equivalent to US$20,000, adjusted to local currency. - Health coverage, work-from-home stipend, unlimited paid time off, a provided laptop, and 4–6 weeks of paid training.