Job Description

Customer Support Representative

Key Responsibilities

• Customer Support & Communication
  • Provide prompt, professional support via email and occasional calls in English and Spanish
  • Manage, track, and resolve support tickets using a ticketing system
  • Assist clients with onboarding and ensure smooth adoption of the platform
  • Deliver product walkthroughs and basic training sessions (EN/ES)
• Troubleshooting & Coordination Issue
  • Perform initial investigations of reported technical issues (user error vs. platform issue)
  • Document findings clearly and escalate to technical teams when needed
  • Act as a liaison between clients and internal teams, ensuring timely follow-up and resolution
• Documentation & Knowledge Base
  • Maintain and update Spanish-language user guides based on English documentation
  • Contribute to improving knowledge base content and support workflows

Requirements

• Education & Experience
  • 1–2 years of experience in customer support or a similar client-facing role
  • Bachelor's degree in business, Communications, IT, or a related field is a plus, but not required
  • Relevant work experience may be considered in place of formal education
• Skills & Qualifications
  • Fluency in Spanish and English (written and spoken)
  • Experience in a SaaS or tech environment is a plus
  • Familiarity with ticketing systems (e.g. Zendesk, Freshdesk, Jira)
  • Strong written communication skills; ability to explain technical concepts clearly
  • Experience with onboarding or product training is a plus
  • Problem-solving mindset and ability to work with technical teams
  • Strong organizational skills and ability to work independently in a remote setup
  • Reliable internet connection and ability to collaborate with a global team

What We Offer

• Flexible part-time schedule (4 hours/day, afternoon/late afternoon)
• Opportunity to grow into a full-time role based on performance and business needs
• Remote work within an international team
• Training and onboarding support
• Competitive compensation aligned with part-time scope

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