Bilingual Customer Support Specialist

📋 Description

• Serve as escalation point for billing, renewals, or cancellations.
• Handle multi-channel inquiries via phone, chat, and email.
• Manage high-volume workload with escalations and urgent requests.
• Lead or participate in cross-functional initiatives to improve CX.
• Identify trends and issues to provide actionable insights.
• Proactively improve support processes and training materials.

🎯 Requirements

• 3+ years in a customer-facing role within a contact center.
• Full bilingual proficiency (English/Spanish).
• Experience with billing, RMA, cancellations, renewals.
• Ability to independently resolve challenging issues with professionalism.
• Excellent communication and interpersonal skills.
• Experience handling 30+ cases per day across channels.

🎁 Benefits

• Flexible remote model and location options.
• Professional development stipend.
• Comprehensive health and parental leave plans.
• Collaborative, high-caliber team culture.