Customer Support expert (Fluent in Spanish)

Job Title: Customer Support expert (Fluent in Spanish)

Job Type: Full-time

Location: Remote

Job Summary:

Join our customer's team as a Customer Support expert, where your expertise will directly impact customer satisfaction and loyalty. We seek a proactive, highly organized professional who is fluent in Latin American Spanish and passionate about delivering outstanding written and verbal customer service in a digital, remote environment.

Key Responsibilities:

1. Provide exceptional support via email, chat, and phone, resolving customer inquiries with accuracy and empathy.
2. Mentor and guide team members, championing best practices and workflow optimization.
3. Document customer interactions and feedback, ensuring every detail is recorded clearly and efficiently.
4. Identify patterns in customer issues, helping to drive improvements in processes and support documentation.
5. Leverage digital support platforms to efficiently manage, track, and resolve customer cases.
6. Demonstrate active listening and empathy, turning every interaction into a positive experience.
7. Collaborate remotely with internal teams to address complex customer needs and ensure smooth hand-offs.

Required Skills and Qualifications:

1. Fluent in Latin American Spanish, with superior written and verbal communication skills.
2. Minimum 5 years of experience in customer service roles, with deep knowledge of customer service workflows and standards.
3. Proven ability to solve problems efficiently and optimize existing workflows.
4. Experience supporting customers via email, chat, and phone in a remote environment.
5. Exceptional organizational skills, with keen attention to documentation and detail.
6. Proficiency with digital support platforms (e.g., Zendesk, Intercom, or similar).
7. Demonstrated mentoring or leadership experience within a support team.

Preferred Qualifications:

1. Experience training and onboarding new customer support agents.
2. Background in workflow automation, support analytics, or process improvement initiatives.
3. Expertise supporting a diverse, global customer base in a technology-driven industry.