Customer Support Agent (Bilingual)

Permanent Employee, Full-time, Remote, PST Shift

Job Summary:

We’re seeking proactive, customer-focused Customer Support Agents to represent our brand by answering inquiries, resolving issues, and delivering exceptional experiences across email, SMS, phone, and online forms. If you excel at communication, problem-solving, and relationship-building in a fast-paced environment, we’d like to meet you.

Responsibilities:

  • Customer Engagement

    • Respond promptly and professionally to customers via email, SMS, phone, and online forms.

    • Provide accurate information about products, services, and policies.

    • Address customer questions, complaints, and concerns with empathy and efficiency.

  • Issue Resolution

    • Troubleshoot product-related issues, collaborating with other departments when needed.

    • Escalate complex cases to the appropriate team and follow through to resolution.

  • Feedback Management

    • Log customer feedback, suggestions, and recurring issues.

    • Share insights with internal teams to drive continuous improvement.

  • Brand Advocacy

    • Uphold a consistent, positive brand voice in every interaction.

    • Build loyalty by engaging customers and reinforcing brand trust.

Requirements:

  • 5+ years in customer service or account management (technical contact-center environment preferred).

  • Outstanding written and verbal communication skills.

  • Strong problem-solving ability with keen attention to detail.

  • Proven track record handling high-pressure situations and multitasking.

  • Proficiency with customer-service tools: Kustomer, Aircall, Shopify, Fulfill, UPS portals, Slack, returns-management systems.

  • Minimum C1 level bilingual or trilingual abilities in Spanish, German,

  • and/or French.

  • Experience moderating reviews and using social platforms for customer support (Emplifi, Instagram, Facebook, X/Twitter) preferred.

  • Background in quality assurance or process-improvement methodologies preferred.

  • Familiarity with industry best practices and emerging customer-service trends preferred.

  • Bachelor’s degree preferred.