Bilingual Customer Service Representative - Freelance, Remote

Department: Boutique Client

Employment Type: Full Time

Location: LatAm - El Salvador

Reporting To: Client via Magic

Compensation: $7.00 / hour

DescriptionAbout the ClientOur client is a fast-growing digital marketplace revolutionizing the hospitality industry by connecting local businesses with skilled hourly professionals. They're building a platform that makes it easier for businesses to find reliable talent while creating opportunities for skilled workers. With a focus on both English and Spanish-speaking markets, they're expanding their reach to serve a diverse community of businesses and professionals.

\n\nWhy this role exists
As our client continues to scale their platform, they need a dedicated Bilingual Customer Support Representative to ensure businesses succeed in attracting talent and maintaining smooth operations. This role serves as the primary point of contact for platform users, handling both English and Spanish support needs while maintaining high satisfaction levels and contributing to the platform's growth.

The Impact you’ll makePlatform Support Management \nResolve Tier 1 support requests efficiently and accurately\nEscalate and track progress of Tier 2 support requests\nMaintain expert-level knowledge of platform features and updates\nClient Success \nSupport Spanish-speaking client base with native-level communication\nCollaborate with sales team to address client support needs\nUpdate and maintain Spanish FAQ documentation\nReporting and Documentation \nGenerate timely support reports\nTrack and document support request patterns\nMaintain up-to-date internal documentation\nInternal Collaboration \nAssist internal staff with platform-related queries\nKeep the sales team informed of client support progress\nContribute to improving support processes\nMeasure of Success\nMaintain average response time within defined SLA parameters\nAchieve and maintain 90%+ client satisfaction rating\nSuccessfully resolve 80% of Tier 1 support requests without escalation\n

Skills, Knowledge and ExpertiseRequired:\n1-3 years of customer support experience\nFluent in Spanish and English (written and verbal)\nExperience with customer support software\nProven track record of problem-solving in a customer-facing role\nExperience in the hospitality industry (preferred)\nWFH Set-Up:\nComputer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.\nInternet speed of at least 40MBPS\nHeadset with an extended mic that has noise cancellation and a webcam\nBack-up computer and internet connection\nQuiet, dedicated workspace at home\n\n\nYour Superpowers:\nTechnical proficiency with support software and digital platforms\nOutstanding written and verbal communication in both Spanish and English\nNatural problem-solving abilities\nExcellent documentation skills\nHigh emotional intelligence and patience\nAbility to work independently while maintaining strong team collaboration\nStrong attention to detail and follow-through\nYou should apply if… \nYou thrive in fast-paced environments and enjoy solving problems\nYou're passionate about helping businesses succeed\nYou take pride in providing exceptional customer service\nYou're comfortable switching between English and Spanish throughout the day\nYou enjoy learning new technologies and staying current with platform updates\nYou're organized and can manage multiple priorities effectively\n\nWhat to expect...

\nWork Setup:\nRemote position\nMust have a reliable internet connection and a quiet workspace\nRequired to provide own computer with Intel Core i5 or something similar or higher operating system\nWorking Hours:\nMonday to Friday, 10 AM to 7 PM EST (Eastern Standard Time)\n40 hours a week\nCompensation:\n$7 per hour\nNo benefits package included\n

Benefits