FB-CS002 | Customer Service Representative (Bilingual - English/Spanish)

Pearl; Ciudad de México; A distancia; MXN 732,000 - 1,100,000; Jornada completa

Descripción de la vacante

A clean-tech startup is seeking a bilingual Customer Service Representative (English/Spanish) to handle tenant inquiries related to solar billing. This remote role involves responding to questions via Zendesk and ensuring exceptional tenant experiences. Ideal candidates will have strong customer support experience, a calm demeanor, and the ability to clearly explain complex billing concepts. Generous benefits include unlimited PTO and annual team retreats.

Servicios

Unlimited PTO

Annual team retreat

Potential for profit share

Formación

• 2+ years in a customer support or CSR role (billing, energy, telecom preferred).
• Experience with Zendesk or similar ticketing system.
• Ability to explain billing logic simply.

Responsabilidades

• Respond to tenant billing-related inquiries via Zendesk.
• Review bills and spot trends in usage.
• Maintain accurate notes and case history in Zendesk.

Conocimientos

Fluent English

Fluent Spanish

Customer support experience

Calm, patient demeanor

Strong with numbers

Herramientas

Zendesk

Google Workspace

Slack

Descripción del empleo

Work Arrangement: Fully remote

Job Type: Full-time

Work Schedule: 40 hrs/week, Monday–Friday, 8:00 AM – 5:00 PM PST

Locations: Remote, open to LATAM candidates

About Pearl Talent:

Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund. They’re looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates we’ve hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks onshore in the US.

Hear why we exist, what we believe in, and who we’re building for: Watch here

Why Work with Us?

We’re not just another recruiting firm—we focus on placing candidates with exceptional US and EU founders who prioritize the long-term success of their team members. We also provide retention bonuses at 3, 6, 9, and 12 months, as well as community-driven benefits like an annual retreat.

About The Company:

Our client is a clean-tech startup unlocking solar billing for the multifamily housing market. By enabling landlords to sell solar energy directly to tenants, they eliminate the friction in monetizing rooftop solar for tenant-occupied buildings—creating a win-win where property owners earn back their investment and tenants save on energy costs.

The company is scaling quickly after signing a series of major contracts, and is now seeking its first full-time Customer Service Representative (CSR) to ensure tenant satisfaction and reduce internal load on the operations team. The company culture is lean, impact-driven, and centered on building trust at scale—one conversation at a time.

Role Overview

We are looking for a bilingual Customer Service Representative (English/Spanish) to serve as the voice of the company for incoming tenant solar billing questions. This person will be the frontline of tenant experience—balancing warmth with clarity and ensuring every interaction is professional, empathetic, and accurate.

As the company's first dedicated support hire, you’ll play a foundational role in improving SLA performance, handling complex tenant inquiries, and maintaining the trust of both landlord and tenant stakeholders during a period of rapid growth.

This is not a script-driven call center job—it requires intelligence, ownership, and calm communication.

Tenant Support

• Respond to tenant billing-related inquiries via Zendesk (calls, emails, and SMS)
• Answer live calls during shift hours, meeting SLA response times
• Clearly explain utility and billing concepts to a non-technical, often elderly tenant base
• Troubleshoot common issues and escalate to the billing team when necessary

Billing & Usage Analysis

• Review bills and spot trends in tenant usage
• Form simple, first-pass hypotheses (e.g., higher usage = higher bill)
• Translate findings into tenant-friendly explanations

Documentation & Ticketing

• Maintain accurate notes and case history in Zendesk
• Tag and escalate issues according to workflow standards

Administrative Support

• Assist with light operations tasks during low call volume
• Help organize communication records and SOP references

Non-Negotiables

• Fluent English (C2) with clear, neutral accent
• Fluent Spanish (spoken and written)
• 2+ years in a customer support or CSR role (billing, energy, telecom preferred)
• Zendesk or similar ticketing experience
• Calm, patient demeanor—especially with elderly or frustrated callers
• Strong with numbers and able to explain billing logic simply

Nice-to-Haves

• Experience in US utility or billing systems
• Startup, SaaS, or cleantech background
• Familiarity with Google Workspace
• Process documentation or admin support experience

Tools and Platforms:

• Zendesk (support + VOIP calls/SMS)
• Google Workspace (Docs, Sheets, Gmail)
• Slack (team comms)
• Zoom (internal check-ins)
• Notion (escalation + process standards)

• Potential for profit share based on performance
• Fully WFH, forever
• Annual team retreat
• Unlimited PTO