Bilingual Customer Support Representative (Spanish-English | Remote)

Role Title

Bilingual Customer Support Representative (Spanish-English | Remote)

Role Summary

You are responsible for handling live customer interactions across phone, email, and chat in both Spanish and English. You step in when a customer has a question, issue, or complaint—and your job is to resolve it clearly, quickly, and without creating additional back-and-forth.

You are expected to manage multiple conversations, document everything accurately in CRM systems, and maintain control of the interaction from start to resolution.

This role is not for candidates who struggle with real-time communication, need scripts for every situation, or cannot handle frustrated customers without escalation.

Core Responsibilities

Customer Support & Issue Resolution

• Respond to inbound and outbound customer interactions in Spanish and English as they come in (calls, emails, chat).
• Take ownership of each issue from first contact to resolution—do not leave cases incomplete or unclear.
• Resolve common issues immediately; escalate only when necessary with clear documentation.
• Maintain control of conversations, especially when customers are confused or frustrated.

Multichannel Communication

• Switch between phone, email, and chat support throughout your shift without drop in quality.
• Adjust tone and clarity depending on the customer’s language and level of understanding.
• Translate or clarify information in real-time for Spanish-speaking customers when needed.

Customer Experience & Retention

• De-escalate tense situations without transferring the problem unless required.
• Identify when a customer is at risk of dissatisfaction and adjust your approach to retain them.
• Ensure each interaction ends with clarity—no unresolved confusion.

CRM & Documentation

• Log every interaction accurately in CRM systems immediately after handling it.
• Track follow-ups and ensure no open cases are forgotten.
• Maintain clean, structured records that another team member can understand instantly.

Requirements (Non-Negotiable)

• Fluent in Spanish and English (written and spoken) — must be able to switch mid-conversation without hesitation.
• Minimum 1–2 years in a customer-facing role (call center, support, or service-based).
• Proven ability to handle real-time conversations (voice required).
• Comfortable managing multiple tickets or conversations simultaneously.
• Strong ability to explain complex information clearly in both languages.
• Must operate independently—you are expected to resolve issues without constant supervision.
• High accountability in documentation and follow-through—missed follow-ups are not acceptable.

Tools

• CRM platforms (HubSpot, Salesforce, Zendesk or similar)
• Google Workspace (Docs, Sheets, Gmail)
• VOIP / Dialer systems
• Chat and ticketing platforms

What We Actually Care About

• You can handle live conversations confidently without relying on scripts.
• You resolve issues in one interaction whenever possible.
• You document clearly enough that another agent can pick up instantly.
• You remain calm and in control during difficult customer interactions.
• You consistently follow through on open issues without reminders.

What This Role Is NOT

• This is not a non-voice or back-office role — live calls are required.
• This is not for candidates who escalate everything instead of solving.
• This is not a low-volume support role — you will handle multiple interactions daily.
• This is not for candidates who rely heavily on scripts or templates.

Position Details

• Full-time, remote
• US-aligned working hours
• High-volume, performance-driven environment
• Async communication with internal teams; real-time with customers

Application Instructions

Submit:

• 2–3 minute Loom video where you:
• Introduce yourself in English and Spanish
• Simulate answering a frustrated customer
• Show how you would clarify a confusing issue

• Updated CV

Applications without a Loom video will not be reviewed.

Benefits:
Benefits

• PTO
• HMO
• Fully Remote Work