Customer Support Representative (English/Spanish required)

Airtm; United States; Remote; USD 40,000 - 80,000; Full time

Job summary

An innovative company is looking for a bilingual Customer Support Representative to provide exceptional service to clients. This role involves handling calls and chat messages, educating clients on services, and assisting with project scopes. The ideal candidate will have a strong background in customer support, excellent communication skills in both English and Spanish, and a passion for helping others. Join a forward-thinking team that values professionalism and offers a remote work environment with generous paid time off after six months. This is an exciting opportunity to make a meaningful impact in the language and translation industry.

Benefits

Paid Time Off

Sick Leave

Holidays

Vacation Days

Parent Leave

Bereavement Leave

Qualifications

• Proven experience in customer support or customer service.
• Advanced verbal and written communication skills in English and Spanish.

Responsibilities

• Answer chats, phone calls, and emails to external clients thoroughly and promptly.
• Educate clients about costs and procedures of interpreting, translation, and localization services.

Skills

Customer Support Experience

Bilingual Communication (English/Spanish)

Interpersonal Skills

Knowledge of Translation Industry

Job description

Position details

Position type: Full-time
Location: Remote job (worldwide)
Reports to: Shift supervisor

Schedule: Monday to Friday, 9 AM to 6 PM ET (with a 1-hour break)

Job Summary

We are seeking a bilingual (English/Spanish) Customer Support Representative to handle our clients' calls and chat messages daily. As a Customer Support Representative, you will be the first point of contact for clients requesting service information or following up on projects. The ideal candidate has experience in customer support and service, a bilingual background, and general knowledge of language and translation industries.

Responsibilities

1. Answer chats, phone calls, and emails to external clients thoroughly and promptly.
2. Educate clients about costs and procedures of interpreting, translation, localization services, and other solutions offered by Day Translations.
3. Process inbound leads and assist Project Managers in defining project scopes.
4. Inform clients about the current status of their projects.
5. Forward information/messages from chat or phone to the appropriate departments.
6. Report activity in tracking systems and communicate actively with peers on task completion.
7. Adhere to applicable policies and procedures.
8. Complete documentation and other assigned side-tasks.

Requirements

• Proven experience in customer support or customer service.
• Ability to handle incoming calls during full shifts.
• Advanced verbal and written communication skills in English (Native or C1) and fluency in Spanish. Additional languages are a plus.
• Knowledge of the translation industry is advantageous but not required.
• Excellent cross-cultural and interpersonal communication skills.
• Strong professionalism and politeness.

Additional Details

• This is a full-time position (40 hours per week).
• Remote forever company.
• Paid time off after 6 months: 6 days of sick leave, 16 days of holidays (chosen by the team member), and 16 days of vacation per year, including parent and bereavement leave.

The recruitment process includes an HR interview, a role-playing scenario, and possibly a short meet-and-greet with an executive or manager as a final step.

All application questions are mandatory. Incomplete answers may lead to disqualification or additional contact for responses.