Customer Support Specialist (Spanish)

Bublishing; Poland; On-site; PLN 30,000 - 40,000; Full time

Job summary

A self-publishing company is seeking a Customer Support Specialist for its Spanish Division. This remote role will provide post-purchase support by responding to customer inquiries in Spanish and ensuring a positive customer experience. Candidates must possess native or near-native Spanish communication skills and a strong command of English. Ideal applicants will have 1+ years of experience in customer e-commerce support and a detail-oriented approach to following processes. Experience with tools like Shopify or Zendesk is a plus.

Qualifications

• 1+ years in customer support for e-commerce/DTC, preferably email support.
• Experience handling chargebacks and higher-friction cases is a plus.

Responsibilities

• Respond to customer questions primarily in Spanish.
• Help with order status, shipping timelines, and delivery issues.
• Handle returns and refunds following internal policies.

Skills

Native or near-native Spanish writing and speaking

Strong written English

Calm, empathetic communication style

Detail-oriented

Tools

Shopify

Gorgias

Zendesk

Job description

B Publishing is a dynamic self-publishing company specializing in health and wellness literature. With over 100,000 books sold across more than 100 countries, B Publishing has established itself as a leader in the niche market of health-focused publications. The company is committed to producing high-quality books and utilizing innovative marketing strategies to ensure their reach and impact.

Job Description

This is a remote position.

Customer Support Specialist — Spanish Division (Launch Team)

Summary

We’re a company focused on selling books related to natural health and wellness. We’re launching our Spanish division, and Spanish-speaking customers must be fully supported inside our existing systems (orders, email, returns) as we expand.

You will be the Spanish-speaking frontline for post-purchase support: clear communication, fast resolution, and great customer experience.

What You’ll Do

• Respond to customer questions primarily in Spanish (email/support platform).
• Help with order status, shipping timelines, address changes, and delivery issues.
• Handle returns and refunds following internal policies.
• Provide basic product guidance about what the book is and how to use it. You will not provide medical advice.
• Escalate complex cases (chargebacks, damaged packages, suspected fraud, high-risk complaints) to the right owner.
• Create and maintain Spanish macros(templates) and contribute to a lightweight FAQ.
• Capture recurring customer questions and language, and feed it back to the Spanish team (so we improve landing pages and clarity).

Must-Have Requirements

• Native or near-native Spanish writing and speaking.
• Strong written English (enough to understand internal notes/policies and coordinate with a global team).
• 1+ years in customer support for e-commerce/DTC (email support preferred).
• Calm, empathetic communication style.
• Detail-oriented and comfortable following processes.

Nice-to-Have

• Experience with Shopify, Gorgias, Zendesk, or similar tools.
• Experience handling chargebacks and higher-friction cases.
• Familiarity with home remedies / herbal remedies context (from a customer communication perspective).

How to Apply

Please submit:

• A short overview of your relevant support experience.
• Your country/time zone and availability.
• 2 short writing samples in Spanish: (a) empathetic response, (b) policy response.