Spanish/Basque Customer Support Sepcialist

Cross Border Talents; Lisboa; Remote; EUR 20,000 - 28,000; Full time

Benefits offered by this job

Fully remote

Job summary

Cross Border Talents is hiring a fully remote Customer Support professional to assist Spanish, Basque and English-speaking members. You will help customers enjoy their experience by resolving questions quickly, warmly, and accurately in their language.

Responsibilities include supporting members via chat, email, and phone, resolving billing issues, and troubleshooting playback or app problems. The role emphasizes first-contact resolution and clear, empathetic communication.

Qualifications

• Native or fluent in Spanish and Basque, written and spoken.
• English at C2 level, written and spoken.
• Experience in customer support or a customer-facing role is a plus.

Responsibilities

• Support members in Spanish, Basque and English via chat, email and phone.
• Resolve issues related to account access, billing and payments, subscriptions, and plan changes.
• Troubleshoot playback, app and device problems.
• Explain features, policies and account options clearly.
• Aim to resolve each case on first contact and leave customers satisfied.

Skills

Spanish fluency

Basque fluency

English fluency

Job description

About the Role

Be the voice of a global entertainment brand for Spanish/Basque-speaking members. You will help people enjoy their experience by resolving their questions quickly, warmly, and accurately, in their own language.

What You'll Do

• Support members in Spanish,Basque and English via chat, email, and phone
• Resolve issues related to account access, billing and payments, subscriptions, and plan changes
• Troubleshoot playback, app, and device problems
• Explain features, policies, and account options clearly
• Aim to resolve each case on first contact and leave every member feeling heard
• Escalate complex or technical cases to the right teams with clear, accurate documentation
• Follow up on open cases and keep records up to date
• Meet quality, efficiency, and customer satisfaction targets

What You Bring

• Native or fluent Spanish & Basque, written and spoken
• English at C2 level, written and spoken
• Previous experience in customer support or a customer-facing role is a plus
• Strong troubleshooting and problem-solving skills
• Clear, empathetic communication, especially when a customer is frustrated
• Comfort with multiple support channels and digital tools
• Reliable home internet and a quiet, dedicated workspace
• Ability to stay organized and self-driven in a remote setup
• Legal right to work in the country of employment

Why You'll Love This Role

• Fully remote: work from the comfort of your home
• Paid training: full onboarding and product training from day one
• Global brand: support a product people around the world know and love
• Use your language: your Basque skills are a core part of the job, not a side note
• Career growth: clear paths into specialist, quality, training, and team lead roles
• Supportive team: collaborative colleagues and coaching to help you succeed
• Performance recognition: your results are seen and rewarded
• Stable employment: a structured contract with a reputable employer