(fluent English & Spanish) Customer Support Consultant (Remote)

SupportYourApp, Inc.; Colombia; A distancia; COP 42.624.000 - 63.936.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fixed schedule: Mon-Fri 5 AM-1 PM GMT-

Remote work possible

Inclusive international environment

Compensation in USD

Referral bonuses

Health policy and work-life balance

Responsive leadership and development

Growth opportunities

Culture built on trust, no time-tracks

Descripción de la vacante

SupportYourApp is seeking a Customer Support Consultant to deliver multilingual support and drive customer happiness from a home office. You will handle inquiries across phone, email, chat, and social media while maintaining strong client relationships.

The role requires native Spanish with high-level English, at least one year of experience, and a proactive, service-oriented mindset. Remote work and USD compensation are offered.

Formación

• Native Spanish with C1-level English (spoken and written)
• Minimum 1 year of customer service experience
• Strong communication and problem-solving skills
• Ability to handle inquiries across multiple channels
• Proactive, customer-oriented attitude
• Stable internet connection and device (8GB RAM)

Responsabilidades

• Deliver outstanding customer support via phone, email, chat, and social media;
• Assist customers with booking questions and transportation-related inquiries;
• Answer incoming phone calls from drivers and help resolve their issues;
• Handle and track customer support tickets in Freshdesk;
• Escalate complex cases to the relevant internal teams;
• Build strong and lasting customer relationships;
• Handle sensitive customer data with care and security;
• Apply customer happiness practices and meet KPIs;
• Maintain a deep understanding of the client’s solutions and performance metrics.

Conocimientos

Spanish native

English (C1)

Customer service experience

Multichannel support

Communication skills

Problem solving

Herramientas

Freshdesk

Descripción del empleo

Who are we?

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?

Join our community as a Customer Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes.

What you will do:

• Deliver outstanding customer support via phone, email, chat, and social media;
• Assist customers with booking questions and transportation-related inquiries;
• Answer incoming phone calls from drivers and help resolve their issues;
• Handle and track customer support tickets in Freshdesk;
• Escalate complex cases to the relevant internal teams;
• Build strong and lasting customer relationships;
• Handle sensitive customer data with care and security;
• Apply the latest and greatest customer happiness practices;
• Maintain a deep understanding of the client’s solutions and meet KPIs.

What you need to succeed in this role:

• Native Spanish and excellent English communication skills (at least C1 for both spoken and written);
• At least 1 year of customer service experience;
• Strong communication and problem-solving skills;
• Ability to handle customer inquiries across multiple communication channels;
• Responsible, proactive, and customer-oriented attitude;
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).

Will be a great plus:

• Experience in logistics, transportation, or travel-related customer service;
• Experience with Freshdesk.

Benefits:

• Fixed schedule: Monday-Friday, 5 AM-1 PM (GMT-3);
• 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.

You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.

*We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.