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

TL;DR

Spanish Bilingual Customer Service Agent (Social Care): Managing first-contact user support across social channels and email for a digital subscription product with an accent on brand tone, human interaction, and platform-native communication. Focus on resolving billing and account issues, performing technical triage, and utilizing AI-assisted tools to optimize response efficiency.

Location: Remote (Must be based in Portugal)

Company

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

What you will do

• Manage public comments and DMs across social channels with brand-appropriate tone.
• Handle end-to-end support for account access, subscriptions, billing, and refunds.
• Perform basic product troubleshooting and technical triage before escalating high-risk issues.
• Use CRM systems to track customer history and document case outcomes.
• Leverage AI-assisted drafting tools to increase response speed while maintaining empathy.

Requirements

• 2+ years of experience in social care, community management, or CX support.
• Near-native fluency in Spanish and Portuguese, and fluency in English.
• Ability to work on a rotating 8-hour shift schedule.
• Possession of a personal laptop with a working webcam and stable internet.
• High school diploma or equivalent.

Nice to have

• Experience with SaaS or subscription-based digital products.
• Proficiency with social tools like Sprout Social or Sprinklr.
• Background in high-volume social media moderation.

Culture & Benefits

• 100% remote work arrangement.
• Opportunities for continuous learning and career growth.
• Competitive compensation based on local market rates.
• Collaboration within a diverse and global team environment.