(Fluent English & Spanish) Customer Support Consultant (remote)

SupportYourApp, Inc.; Bogotá; Hybrid; COP 53,508,000 - 89,179,000; Full time

Benefits offered by this job

Remote work

USD compensation

International team environment

Monday–Friday schedule

Job summary

SupportYourApp, Inc. is seeking a bilingual Customer Support Specialist to join our global team. You will handle emails, order changes, payments inquiries, and ticket updates in Freshdesk, always prioritizing a superior customer experience.

This remote role offers USD compensation and a Monday–Friday schedule, with collaboration across international teams. Ideal candidates have 1+ year in support, fluency in English and Spanish (C1), strong communication and problem-solving skills, and a

Qualifications

• Excellent English and Spanish language skills (C1 for speaking and writing).
• At least 1 year of experience in a customer support role.
• Experience working with Freshdesk.
• Experience providing customer support via email and other channels.
• Customer-focused mindset and strong problem-solving skills.

Responsibilities

• Handle emails and order-related inquiries.
• Assist with order cancellations, delivery address or quantity changes.
• Manage proofs of payment, delivery delays, invoices, and reimbursements.
• Document customer interactions and update tickets in Freshdesk.
• Escalate complex issues to internal teams when needed.

Skills

English (C1)

Spanish (C1)

Customer-focused mindset

Analytical thinking

Proactive attitude

Tools

Freshdesk

Job description

Who we are?

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions?

What You Will Do:

• Provide exceptional customer support via emails;
• Assist customers with order-related inquiries, including order cancellations and changes to delivery addresses or quantities;
• Handle requests related to proof of payment, delayed deliveries, order tracking, invoices, and reimbursements;
• Respond to customer inquiries and provide accurate information regarding products and services;
• Accurately document customer interactions and update tickets in Freshdesk;
• Escalate complex or unresolved issues to the appropriate internal teams when necessary;
• Collaborate with internal teams to ensure timely issue resolution and a positive customer experience;
• Securely work with customers’ sensitive information.

What you need to succeed in this role:

• Excellent English and Spanish language skills (at least C1 for both spoken and written communication);
• At least 1 year of experience in a customer support role;
• Experience working with Freshdesk;
• Experience providing customer support via email and other communication channels;
• Customer-focused mindset;
• Strong analytical thinking and research skills;
• Positive, proactive, and responsible attitude;

• Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).

Will be a great plus:

• Previous experience supporting the trucking, transportation, or logistics industry.

Benefits:

• Fixed schedule: Monday–Friday,4 AM — 12 PM, EDT;
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also –internal health policy;
• Responsive leadership interested in your development and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

Over 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.