Bilingual Customer Experience Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Bilingual Customer Experience Specialist based in United States.

This is a customer-focused role at the center of a fast-paced support environment serving consumers, shoppers, retailers, and advertisers. You will handle customer interactions across phone, chat, and email while delivering clear, empathetic, and efficient resolutions. The role combines investigation, problem-solving, policy application, and careful documentation across complex order and account issues. You will work with established workflows while exercising sound judgment when handling edge cases and escalations. Your observations will also help identify recurring issues, process gaps, and opportunities to improve the customer experience. This position is ideal for a resilient, collaborative professional who enjoys helping people while working in a metrics-driven environment.

Accountabilities:

• Handle live customer contacts through phone, chat, and/or email for up to 100% of scheduled working time, consistently providing clear, empathetic, accurate, and efficient support.
• Navigate established tools, policies, workflows, and knowledge-base resources to resolve a broad range of customer order and account issues.
• Investigate complex or unusual cases by reviewing account history, order details, previous interactions, and relevant information to determine fair and appropriate outcomes.
• Resolve edge cases by following documented procedures, seeking guidance when needed, and escalating issues to the appropriate teams when they fall outside standard processes.
• Create internal transfer tickets and maintain clear, detailed case documentation so downstream teams have the context required to resolve issues efficiently.
• Identify recurring customer pain points, operational challenges, tooling issues, policy ambiguities, and process gaps, and communicate actionable recommendations to supervisors and leadership.
• Contribute to a positive and inclusive team environment by sharing knowledge, modeling best practices, supporting peers, and providing informal guidance when appropriate.
• Surface emerging operational trends and contact spikes quickly, providing clear examples and relevant context so leadership can respond effectively.
• Maintain consistent performance across a Wednesday-to-Sunday schedule from 10:00 AM to 7:00 PM ET, with flexibility to support business needs.

Requirements:

• Have a high school diploma or equivalent; some college education or specialized training is a plus.
• Bring at least 1 year of experience in a customer-facing environment such as customer support, retail, hospitality, or a contact center, with a demonstrated commitment to strong service.
• Be fluent in Spanish, both spoken and written, and able to communicate clearly and professionally with customers.
• Be comfortable handling live customer contacts for most of the working day in a fast-paced, metrics-driven environment.
• Demonstrate exceptional written and verbal communication skills, strong attention to detail, and the ability to document cases and follow established workflows accurately.
• Possess strong problem-solving and investigative skills, with the ability to interpret account and order information and make sound decisions within defined policies.
• Demonstrate emotional intelligence and resilience when supporting frustrated customers or navigating complex and sensitive situations.
• Have basic technical proficiency and confidence navigating multiple systems, CRM platforms, browser-based applications, and productivity tools such as Google Workspace.
• Be flexible and available to work evenings, weekends, and holidays according to business requirements, with the stated regular schedule of Wednesday through Sunday, 10:00 AM-7:00 PM ET.
• Be comfortable using AI-assisted tools and adopting new technologies that improve customer support workflows and operational efficiency.
• Experience in contact centers or multi-channel support, complex policy-driven environments, CRM/contact center platforms such as Salesforce, Genesys/Ujet, or Zendesk, and identifying trends or recommending process improvements is preferred.

Benefits:

• Base pay varies by permanent work location, with the following U.S. ranges:
  • CA, NY, CT, NJ: $20.67-$21.88 USD per hour.
  • WA: $19.71-$20.92 USD per hour.
  • OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI: $19.23-$20.19 USD per hour.
  • All other states: $17.31-$18.27 USD per hour.
  • Fully remote work within the United States, supported by a flexible approach to where employees work.
  • Full-time schedule of 40 hours per week, with a regular Wednesday-to-Sunday schedule from 10:00 AM to 7:00 PM ET.
  • Market-competitive benefits and compensation that may vary based on location, experience, and skills.
  • Opportunity to support a diverse community of consumers, shoppers, retailers, and advertisers while contributing directly to customer experience improvements.
  • Exposure to data-driven customer support, operational excellence, complex workflows, CRM technologies, and AI-assisted support tools.
  • Collaborative environment with opportunities to share best practices, identify operational improvements, and contribute insights to cross-functional teams.