Customer Service Operations Expert (Spanish)

Location: Manila office, Makati, Philippines; flexible arrangements supported

Company

A global design platform providing multilingual support to users across devices and languages.

What you will do

• Own escalated Spanish-language email, chat, and phone support tickets in Zendesk from start to resolution.
• Provide phone support and interpretation between Spanish-speaking users and support representatives.
• Investigate recurring bugs, incidents, and complex customer issues to identify better ways of working.
• Evaluate automated translation output and flag opportunities to improve Spanish-language support quality.
• Partner with the High Sensitivity and Escalations subgroup to resolve complex user cases.

Requirements

• Spanish at CEFR B2 level or above, with the ability to communicate naturally by phone and handle complex written cases.
• Fluent English and strong cross-cultural communication skills.
• Previous experience in customer support, escalations, or service recovery.
• Experience with ticketing tools such as Zendesk.
• Strong attention to language nuance, translation quality, ownership, collaboration, and process improvement.

Culture & Benefits

• Flexible working arrangements connected to a collaborative Manila office.
• Equity package.
• Inclusive parental leave for parents and carers.
• Annual Vibe & Thrive allowance for wellbeing, social connection, and office setup.
• Flexible leave options.
• Virtual interviews.