(fluent English & Spanish) L1 Customer Support Consultant, (Remote)

SupportYourApp; Medellín; Remote; COP 87,393,000 - 122,997,000; Full time

Benefits offered by this job

Remote work

USD pay

Referral rewards

Flexible schedule

Work-life balance

Professional development

Trust culture

No time tracking

Job summary

SupportYourApp is seeking a Customer Support Consultant to provide top‑quality bilingual support for a Spanish tire retailer. You will manage emails and tickets, follow SOPs, and collaborate with internal teams to resolve inquiries while upholding data security.

The role requires 12+ months in customer support, proficiency in Spanish and English (C1+), and a reliable home office with good internet. Remote work is supported with a balanced workload and clear KPI targets.

Qualifications

• 12+ months experience in customer support.
• Hands-on experience with Freshdesk.
• Excellent Spanish and English proficiency (C1+).
• Strong attention to detail and research skills.
• Positive, proactive attitude and reliability.
• Home office setup with stable internet connection.

Responsibilities

• Deliver outstanding customer support via email (Freshdesk) for a Spanish tire retailer.
• Handle requests such as order changes, proofs of payment, and invoicing.
• Process around 80 tickets per day with high quality standards.
• Follow internal SOPs and collaborate with internal teams to resolve issues.
• Handle sensitive customer data securely and maintain客户 privacy.
• Contribute to customer happiness initiatives and meet KPIs.

Skills

Spanish fluency

English fluency

Attention to detail

Research skills

Tools

Freshdesk

Job description

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 email (Freshdesk) for a Spanish tire retail company;
• Handle requests such as order cancellations, address or quantity changes, proof of payment, delayed deliveries, invoice and reimbursement requests, and order tracking;
• Process around 80 tickets per day while maintaining high quality standards;
• Follow internal procedures and SOPs;
• Collaborate with internal teams and Team Leads to ensure efficient issue resolution;
• Handle sensitive customer data with care and security;
• Apply the latest and greatest customer happiness practices;
• Maintain deep understanding of client solutions and meet KPI

What you need to succeed in this role:

• Excellent Spanish and English (C1 or higher), both written and spoken;
• At least 12 months of experience in customer support;
• Hands‑on experience with Freshdesk;
• Strong attention to detail and research skills;
• Positive, proactive and responsible attitude;
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps-download and 40 Mbps-upload)

Benefits:

• Schedule: Mon-Fri, 11:00-19:00 (Kyiv time, UTC+2);
• 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.

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

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.