Spanish and English Bilingual CX & Operations Specialist

Location: Remote (LATAM)
Schedule: Full-time, U.S. Hours
Employment: Independent Contractor

Salary: $1,500-$1,800/month - Negotiable based on experience

About the Role

A fast-growing U.S.-based telecommunications company is looking for a bilingual (English/Spanish) Customer Support Associate to support customers across voice, chat, and email.

This role goes beyond traditional support, you’ll play a key part in problem-solving, improving processes, and supporting operations as the company scales.

About you

Do you have excellent communication skills and even more exceptional customer prowess? Are you skilled in telecom operations, particularly with port-in processes, and thrive in solving customer problems with precision? Do you enjoy working in fast-paced, tech-driven environments where every interaction counts? This role is ideal for someone who can manage both customer-facing communications and back-office operational processes, ensuring every customer interaction is smooth, professional, and efficient.

The ideal candidate can effortlessly handle account updates, port-in processes, and service troubleshooting, while also helping identify process improvements that will make operations more seamless as the company grows. This role is perfect for someone with telecom experience, strong customer service skills, and a passion for building seamless customer experiences in a growing U.S. startup.

Responsibilities

• Support customers via phone, chat, and email in English and Spanish
• Handle escalations and complex issues, ensuring fast and accurate resolution
• Assist with telecom-related requests (e.g., port-ins, service issues)
• Document interactions and maintain accurate records in internal systems
• Identify patterns and contribute to process improvements and operational efficiency
• Collaborate with U.S.-based team members across support and engineering

Requirements:
• Fluent in English and Spanish (strong written and spoken communication)
• At least 3+ years of experience in omnichannel support within BPO, call centers, or telecom (preferably for U.S. multinational clients).

• At least 1+ years of experience with telecom (port-in, service migration, account transfer).
• Experience handling voice support and escalations
• Strong problem-solving and critical thinking skills
• Able to work full-time (Monday to Saturday) during U.S. business hours.
• Bachelor Degree or higher (summa, magna or cum laude and/or Academic Scholar from a reputable college preferred)

Preferred Qualification

• Familiarity with systems like ZoHo, Intercom CX, and Google Sheets.
• Background in high-touch, premium customer service programs, where quality of service is as important as speed.
• Direct experience with U.S. Telecommunications or IT Services space (TeleTech, AT&T, Boost Mobile, etc.)
• Experience working with U.S.-based startups

Benefits:
• Work From Home
• Training & Development