Customer Support Representative- Mandarin Speaking (Colombia)

Role overview Support restaurant owners and their guests through customer conversations in Spanish and English. The role combines empathetic communication with end-to-end problem solving: you will investigate issues, make sound decisions, and follow through while managing a busy queue across calls, texts, and email. It is full-time and remote, with rotating shift options and weekend availability required to support a 24/7 service.

Responsibilities - Handle a high volume of customer calls and respond to text and email cases as needed. - Understand the underlying issue, take appropriate action, and stay accountable through resolution. - Communicate clearly and calmly in Spanish and English, including during escalations or stressful situations. - Manage multiple active cases while maintaining accurate records and a professional, customer-focused approach. - Share knowledge with teammates through mentoring, training, or subject-matter support.

Requirements - Fluency in both Spanish and English, with strong written and verbal communication skills. - Experience in customer support, including handling complex issues or escalations with empathy and good judgment. - Strong organization and prioritization skills, with the ability to stay accurate under pressure. - A reliable home workspace with stable, high-speed internet and minimal background noise. - Availability for weekend work and both morning and evening shifts; listed schedules run 7 a.m.–4 p.m. or 11 a.m.–8 p.m. Pacific time.

Nice to have - Background in hospitality, restaurants, retail, or another high-volume service environment. - Experience supporting small businesses or working on a distributed team across time zones. - Familiarity with CRM or telephony tools and support measures such as customer satisfaction, quality, first-contact resolution, and service-level targets.

Benefits and work setup - Remote work, health coverage, a home-work stipend, and unlimited paid time off. - Paid training lasting four to six weeks and a company-provided laptop. - Compensation is listed as the local equivalent of USD 20,000 annually.