About the Role
This position supports customers primarily through social media and online channels, using strong communication skills to resolve issues quickly and maintain positive brand interactions in both Spanish and English.
Responsibilities
- Respond to customer inquiries via social media platforms in both Spanish and English
- Provide accurate information about products and services
- Resolve complaints with a focus on de-escalation and satisfaction
- Monitor brand mentions across digital channels
- Escalate technical or complex issues to appropriate teams
- Maintain up-to-date knowledge of company offerings
- Document customer interactions in support systems
- Follow established protocols for privacy and data security
- Engage with users in a professional and friendly tone
- Adapt communication style to fit platform-specific norms
- Identify recurring issues and report trends to supervisors
- Collaborate with team members on shared cases
- Meet performance targets for response time and quality
- Participate in training sessions and skill development
- Stay current with evolving social media features and policies
Nice to Have
- Experience handling customer care via social media
- Previous work in a remote customer service role
- Knowledge of digital community norms and etiquette
- Familiarity with ticketing or support management systems
- Background in fast-paced consumer service environments
Benefits
- Health, dental, and vision insurance coverage
- Retirement savings plan with company contribution
- Paid time off and company-observed holidays
- Flexible work schedule options
- Ongoing training and career development
- Employee assistance and wellness programs
- Performance-based bonus opportunities
Compensation
Competitive hourly rate with benefits
Work Arrangement
Remote position with flexible hours
Team
Part of a global customer care team focused on digital engagement
Why This Role Matters
- Customers often turn to social media first when they need help. This role ensures they receive fast, accurate, and compassionate responses in their preferred language, strengthening trust and loyalty.
- Your work directly impacts how the brand is perceived online and shapes the quality of customer relationships.
What Success Looks Like
- You consistently meet response time goals while maintaining high satisfaction scores.
- You identify patterns in customer feedback that lead to product or service improvements.
- You adapt quickly to new platforms and communication trends.
Does not offer visa sponsorship
