Bilingual Customer Experience Specialist
Provides bilingual Spanish customer support across phone, chat, and email, investigating order and account issues, documenting cases, and escalating complex problems. Requires at least one year of customer-facing experience, strong communication and problem-solving skills, and schedule flexibility.
About the job
Responsibilities
- Handle live customer contacts by phone, chat, and/or email for up to 100% of scheduled time.
- Navigate complex workflows using established tools, policies, and knowledge-base content to resolve order and account issues.
- Investigate account history, order details, and prior interactions to reach accurate and fair outcomes.
- Resolve edge cases, seek guidance when needed, and escalate issues outside standard procedures.
- Create transfer tickets and document cases with clear notes for downstream teams.
- Identify patterns, pain points, and process gaps; recommend improvements to supervisors and leadership.
- Share best practices and insights with peers and contribute to an inclusive team environment.
- Surface tooling bugs, policy ambiguities, contact spikes, and other operational challenges to leadership.
Requirements
- High school diploma or equivalent; some college or specialized training is a plus.
- At least 1 year of experience in a customer-facing role.
- Fluency in spoken and written Spanish.
- Comfort handling live contacts in a fast-paced, metrics-driven environment.
- Excellent written and verbal communication, documentation, attention to detail, and workflow adherence.
- Strong problem-solving skills and sound judgment within policy.
- Emotional intelligence and resilience when handling frustrated customers.
- Basic proficiency with multiple systems, CRM tools, browser-based applications, and Google Workspace.
- Schedule flexibility for evenings, weekends, and holidays.
- Comfort using AI-assisted tools and adopting new support technologies.
Nice to Have
- Contact center or multichannel support experience.
- Experience with complex, policy-heavy workflows in financial services, logistics, e-commerce, or marketplaces.
- Familiarity with Salesforce, Genesys, Ujet, or Zendesk.
- Experience surfacing trends and proposing process improvements.
- Peer support or informal mentorship experience.
Compensation and Benefits
- 40 hours per week.
- Regular schedule: Wednesday through Sunday, 10:00 AM–7:00 PM ET.
- Base pay varies by permanent work location. For US-based candidates: CA, NY, CT, NJ: $20.67–$21.88 USD/hour; WA: $19.71–$20.92 USD/hour; OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI: $19.23–$20.19 USD/hour; all other states: $17.31–$18.27 USD/hour.
- Market-competitive compensation and benefits.
Skills
Crm Tools, Google Workspace, Salesforce, Genesys, Ujet, Zendesk, Customer Support, Case Documentation, Contact Center Operations
Similar jobs
Customer Support jobs
SmithRx
Lehi, UT
Provides inbound and outbound member support for a pharmacy benefits management company, resolving issues, explaining benefits, and protecting sensitive health information. Requires two or more years of call center experience, strong communication and empathy, and onsite availability in Lehi during training.
SmithRx
United States
Reviews pharmacy prior authorization requests, verifies coverage and claims information, and approves or escalates cases under established protocols. Requires an active pharmacy technician license, 2–4 years of pharmacy technician experience, and strong communication and critical-thinking skills.
BizzyCar
St. Louis, MO
Handles inbound text-based customer service for vehicle recalls, converts inquiries into scheduled appointments, and maintains accurate records across multiple systems. Requires at least one year of high-volume call center experience and strong written communication skills.
BizzyCar
St. Louis, MO
Handles inbound text-based customer service for vehicle recalls, converts service leads into scheduled appointments, and maintains accurate records across multiple systems. Requires at least one year of high-volume call center experience and strong written communication skills.
Grow Therapy
Remote
Supports clients and therapists by troubleshooting billing and platform issues, explaining insurance benefits, and advocating for a strong customer experience. Requires one year of multi-payer insurance experience, medical terminology knowledge, benefits-verification tools, and comfort working independently in a remote environment.