Content Moderation & Customer Engagement (Non-Voice): Spanish

TL;DR

Customer Service Agent (Spanish/Portuguese): Managing customer engagement and content moderation across digital platforms with an accent on brand reputation and empathetic communication. Focus on monitoring reviews, identifying communication trends, and ensuring community safety.

Location: 100% Remote (Company based in Lisbon, Portugal)

Company

Fast-growing global company that creates opportunities for brands and communities to connect through social media and customer experience management.

What you will do

• Monitor and engage with customer reviews, comments, and mentions across various platforms using the correct brand tone.
• Respond to potential customers via public responses, chat, email, direct messages, and app store review sections.
• Identify emerging trends, issues, and social media lingo within customer communications.
• Moderate content on client apps and platforms to ensure alignment with brand guidelines and policies.
• Analyze user feedback to make informed decisions regarding moderation or issue escalation.
• Collaborate with clients to ensure app communities remain safe and aligned with brand values.

Requirements

• 2+ years of experience in social care, community management, CX support, or digital customer service.
• Fluent English (written and oral).
• Spanish and Portuguese fluency (B1 level or above).
• Ability to work an 8-hour shift on a rotating schedule.
• High School Diploma or equivalent.
• Personal PC/laptop with a working webcam and a stable internet connection.

Nice to have

• Experience with CRM or social tools such as Sprout or Sprinklr.
• Familiarity with generative AI tools or creative digital products (photo/video editing).
• Experience supporting SaaS or subscription-based products.

Culture & Benefits

• 100% remote work position.
• Opportunity to work with innovative global brands in a diverse environment.
• Competitive compensation based on local market rates.
• Continuous learning experiences and clear career growth opportunities.
• Welcoming culture where employee feedback and suggestions are actively considered.