(Fluent English & Spanish) Customer Support Consultant (remote)

SupportYourApp; United States; Teletrabalho; MXN 692 000 - 1 086 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Fully remote

USD compensation

Referral rewards

Flexible schedule

International environment

Resumo da oferta

SupportYourApp is hiring a Customer Support Consultant to join a global team delivering multilingual support from a home office. You will handle emails, orders, invoices, and refunds while maintaining high customer satisfaction and data security.

The role emphasizes Freshdesk usage, fast collaboration with internal teams, and a proactive, customer-first mindset. The position offers fully remote work with USD compensation, a fixed Monday–Friday schedule, and an international work environment.

Qualificações

• Excellent English and Spanish language skills at C1 level for both spoken and written communication.
• Minimum 1 year of experience in a customer support role.
• Experience working with Freshdesk.
• Experience providing customer support via email and other channels.
• Customer-focused mindset.
• Strong analytical thinking and research skills.
• Positive, proactive, and responsible attitude.
• Personal laptop with at least 8GB RAM and a stable internet (50 Mbps down / 40 Mbps up).

Responsabilidades

• Provide exceptional customer support via emails;
• Assist customers with order-related inquiries, including order cancellations and changes to delivery addresses or quantities;
• Handle requests related to proof of payment, delayed deliveries, order tracking, invoices, and reimbursements;
• Respond to customer inquiries and provide accurate information regarding products and services;
• Accurately document customer interactions and update tickets in Freshdesk;
• Escalate complex or unresolved issues to the appropriate internal teams when necessary;
• Collaborate with internal teams to ensure timely issue resolution and a positive customer experience;
• Securely work with customers' sensitive information

Conhecimentos

English (C1)

Spanish (C1)

Customer support

Freshdesk experience

Ferramentas

Freshdesk

Descrição da oferta de emprego

Who we are?

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

• Provide exceptional customer support via emails;
• Assist customers with order-related inquiries, including order cancellations and changes to delivery addresses or quantities;
• Handle requests related to proof of payment, delayed deliveries, order tracking, invoices, and reimbursements;
• Respond to customer inquiries and provide accurate information regarding products and services;
• Accurately document customer interactions and update tickets in Freshdesk;
• Escalate complex or unresolved issues to the appropriate internal teams when necessary;
• Collaborate with internal teams to ensure timely issue resolution and a positive customer experience;
• Securely work with customers' sensitive information

What you need to succeed in this role

• Excellent English and Spanish language skills (at least C1 for both spoken and written communication);
• At least 1 year of experience in a customer support role;
• Experience working with Freshdesk;
• Experience providing customer support via email and other communication channels;
• Customer-focused mindset;
• Strong analytical thinking and research skills;
• Positive, proactive, and responsible attitude;
• Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps-download and 40 Mbps-upload)

Will be a great plus

• Previous experience supporting the trucking, transportation, or logistics industry

Benefits

• Fixed schedule: Monday-Friday, 4 AM — 12 PM, EDT;
• 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.