KEY RESPONSIBILITIES
- 1. 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)
- 2. 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
- 3. 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