Bilingual Customer Service Representative - Freelance, Remote

Bilingual Customer Service Representative - Freelance, Remote

Department: Boutique Client

Employment Type: Full Time

Location: LatAm - Mexico

Reporting To: Client via Magic

Compensation: $7.00 / hour

Description

About the ClientOur client is a fast-growing digital marketplace revolutionizing the hospitality industry by connecting local businesses with skilled hourly professionals. They're building a platform that makes it easier for businesses to find reliable talent while creating opportunities for skilled workers. With a focus on both English and Spanish-speaking markets, they're expanding their reach to serve a diverse community of businesses and professionals.

Why this role exists
As our client continues to scale their platform, they need a dedicated Bilingual Customer Support Representative to ensure businesses succeed in attracting talent and maintaining smooth operations. This role serves as the primary point of contact for platform users, handling both English and Spanish support needs while maintaining high satisfaction levels and contributing to the platform's growth.

The Impact you’ll make

Platform Support Management

• Resolve Tier 1 support requests efficiently and accurately
• Escalate and track progress of Tier 2 support requests
• Maintain expert-level knowledge of platform features and updates

Client Success

• Support Spanish-speaking client base with native-level communication
• Collaborate with sales team to address client support needs
• Update and maintain Spanish FAQ documentation

Reporting and Documentation

• Generate timely support reports
• Track and document support request patterns
• Maintain up-to-date internal documentation

Internal Collaboration

• Assist internal staff with platform-related queries
• Keep the sales team informed of client support progress
• Contribute to improving support processes

Measure of Success

• Maintain average response time within defined SLA parameters
• Achieve and maintain 90%+ client satisfaction rating
• Successfully resolve 80% of Tier 1 support requests without escalation

Skills, Knowledge and Expertise

Required:

• 1-3 years of customer support experience
• Fluent in Spanish and English (written and verbal)
• Experience with customer support software
• Proven track record of problem-solving in a customer-facing role
• Experience in the hospitality industry (preferred)
• WFH Set-Up:
  • Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
  • Internet speed of at least 40MBPS
  • Headset with an extended mic that has noise cancellation and a webcam
  • Back-up computer and internet connection
  • Quiet, dedicated workspace at home

Your Superpowers:

• Technical proficiency with support software and digital platforms
• Outstanding written and verbal communication in both Spanish and English
• Natural problem-solving abilities
• Excellent documentation skills
• High emotional intelligence and patience
• Ability to work independently while maintaining strong team collaboration
• Strong attention to detail and follow-through

You should apply if…

• You thrive in fast-paced environments and enjoy solving problems
• You're passionate about helping businesses succeed
• You take pride in providing exceptional customer service
• You're comfortable switching between English and Spanish throughout the day
• You enjoy learning new technologies and staying current with platform updates
• You're organized and can manage multiple priorities effectively

What to expect...

Work Setup:

• Remote position
• Must have a reliable internet connection and a quiet workspace
• Required to provide own computer with Intel Core i5 or something similar or higher operating system

Working Hours:

• Monday to Friday, 10 AM to 7 PM EST (Eastern Standard Time)
• 40 hours a week

Compensation:

• $7 per hour
• No benefits package included

Benefits