Bilingual Support Specialist

What You’ll Do

• Respond to customer inquiries in both English and Spanish via phone, email, SMS, and chat in a timely and professional manner.
• Serve as a primary point of contact for Spanish-speaking families and stakeholders, ensuring equitable access to program support.
• Translate or help adapt customer-facing communications and resources from English to Spanish as needed.
• Resolve customer issues and complaints, escalating complex cases as appropriate.
• Provide accurate information about ESA and microgrant programs Odyssey administers.
• Maintain detailed records of customer interactions and transactions.
• Collaborate with team members to improve processes and enhance the customer experience for diverse communities.
• Participate in training and development opportunities to enhance skills.
• Meet performance targets and contribute to team goals.
• Stay up-to-date with company policies and product knowledge.

About You

• Full professional fluency in English and Spanish (written and verbal) — required.
• Experience with Zendesk or a similar contact management system is required.
• 3+ years of experience in a customer support role.
• Excellent verbal and written communication skills in both languages.
• Strong problem-solving abilities and attention to detail.
• Customer-focused with a positive attitude and professional demeanor.
• Ability to work independently and as part of a distributed team.
• Proficiency in using customer support software and tools.
• High school diploma or equivalent; additional education or certifications are a plus.
• Preference is given to those who reside in Texas, Utah, Georgia, Louisiana, Iowa, Wyoming, or New York.