Bilingual Customer Experience Specialist

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.