Spanish Bilingual: Customer Service (Social-First Customer Care Specialist)

TL;DR

Spanish Bilingual: Customer Service (Social-First Customer Care Specialist) (Social Media): Managing first-contact customer interactions across social channels and email for a digital subscription product suite with an accent on brand sentiment and real-time issue resolution. Focus on handling billing, subscriptions, and technical triage while maintaining a human, platform-native brand voice.

Location: Remote (Portugal)

Company

hirify.global provides 24/7 brand protection and customer engagement services for global brands.

What you will do

• Respond to public comments and direct messages across social platforms with brand-appropriate tone.
• Resolve customer issues regarding billing, subscriptions, account access, and refunds.
• Use CRM tools to review customer history, track cases, and document outcomes.
• Perform technical triage and escalate high-risk or VIP situations through established paths.
• Utilize AI-assisted drafting tools to ensure fast, accurate, and empathetic responses.
• Maintain consistent quality across shifts in terms of decision-making and accuracy.

Requirements

• Near-native fluency in Spanish and Portuguese, and fluency in English (written and oral).
• 2+ years of experience in social care, community management, or CX support.
• Ability to work an 8-hour shift on a rotating schedule.
• Must have a personal PC/Laptop with a working webcam and stable internet connection.
• High School Diploma or equivalent.

Nice to have

• Experience supporting subscription-based or SaaS products.
• Familiarity with CRM or social tools such as Sprout or Sprinklr.
• Knowledge of generative AI, design, or video editing tools.
• Experience with moderation in high-volume social environments.

Culture & Benefits

• 100% remote work arrangement.
• Opportunities for continuous learning and professional career growth.
• Competitive compensation based on local market rates.
• Welcoming, diverse, and inclusive global team environment.