Customer Support Specialist, Bilingual (Spanish)

Role overview Support customers using a business management platform, serving as a frontline contact in both English and Spanish. You’ll resolve questions through live phone and chat conversations, keep support records current, and work with internal teams to improve the customer experience as the product evolves.

Responsibilities - Respond to customer inquiries in English and Spanish, primarily by phone and chat, with email support as needed. - Investigate customer and internal team questions, troubleshoot issues, and explain practical solutions with patience and care. - Maintain accurate support tickets and activity records in the customer relationship management system. - Build and refresh product knowledge as features and workflows change. - Coordinate with sales, customer success, onboarding, product, and engineering colleagues to resolve issues and support a smooth customer journey. - Balance efficient handling of a busy queue with thoughtful, high-quality service, and share ideas for improving support.

Requirements - 1–3 years of customer support experience using both English and Spanish. - Strong spoken and written communication, with the confidence and patience to help customers through problems. - Experience handling a high volume of customer interactions across phone, email, and chat. - Creative problem-solving skills, attention to detail, and an interest in learning changing product features. - Ability to work collaboratively in a fast-paced environment.

Nice to have - Experience working at a startup or using Intercom.

Benefits and work setup - Remote-first work environment, with a home-office setup stipend and internet and phone allowance. - Typical start times are around 12–1 p.m. Eastern or 9–10 a.m. Pacific, with some flexibility based on team needs. Schedules are shared in advance. - Rotating holiday coverage is required; partial weekend coverage may sometimes be requested. - Time-off and benefits described in the listing include flexible time off, a monthly Friday off, a paid year-end shutdown, retirement-plan matching, parental leave, and employer-paid health coverage. Coverage details vary by location. - Learning and development opportunities and an annual team retreat are also offered.