Customer Service Agent (Non-Voice): Spanish & Portuguese

TL;DR

Customer Service Agent (Non-Voice, Spanish & Portuguese): Handling high volumes of customer comments, reviews, and messages across social media and digital platforms with an accent on empathetic responses, brand voice protection, and content moderation. Focus on identifying trends, escalating issues, and maintaining safe app communities.

Location: 100% Remote (global team)

Company

Fast-growing company offering customer service solutions for brands across social media and digital platforms.

What you will do

• Monitor and respond to customer reviews, comments, mentions on various platforms using brand tone and context awareness.
• Handle inquiries via public responses, chat, email, direct messages, and app store reviews.
• Identify trends and issues in customer communications, including memes and media, and share with the team.
• Moderate reviews and comments to ensure adherence to brand guidelines and policies.
• Analyze feedback for moderation or escalation decisions and collaborate with clients on community safety.
• Maintain communication with manager and contribute to quality consistency across shifts.

Requirements

• High School Diploma or equivalent.
• Personal PC/laptop with webcam and stable internet in a good home environment.
• 2+ years in social care, community management, CX support, or digital customer service.
• Fluent English (written and oral); Spanish & Portuguese at B2+ level.
• Strong verbal and writing skills; knowledge of social media platforms.
• Ability to work 8-hour rotating shifts; calm under pressure.

Nice to have

• Experience as content moderator or across all social platforms.
• Familiarity with creative/technical products, generative AI tools.
• Work with CRM or social tools like Sprout, Sprinklr; SaaS/subscription products.

Culture & Benefits

• 100% remote work with global, diverse team.
• Continuous learning and career growth opportunities.
• Competitive compensation based on location market rates.
• Work with innovative brands in a collaborative environment valuing feedback.