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

TL;DR

Social-First Customer Care Specialist (Spanish): Providing first-line support across social channels and email for a digital subscription product suite with an accent on brand sentiment and community engagement. Focus on resolving billing and access issues, managing high-visibility public interactions, and using AI-assisted tools for efficient communication.

Location: Remote (Portugal)

Company

hirify.global provides 24/7 brand protection and customer engagement services for global brands through a diverse and inclusive global team.

What you will do

• Respond to public comments and manage DMs across social platforms using a brand-native tone.
• Handle end-to-end customer support for account access, subscriptions, billing, and refunds.
• Perform technical triage and provide basic product guidance, escalating complex issues.
• Utilize CRM systems to track customer history and document case outcomes clearly.
• Leverage AI-assisted drafting tools to improve response speed and accuracy.
• Collaborate with the team to ensure consistent quality and decision-making across shifts.

Requirements

• Spanish proficiency of B1 and above.
• Fluent English (written and oral).
• 2+ years of experience in social care, community management, or CX support.
• High School Diploma or equivalent.
• Ability to work an 8-hour shift on a rotating schedule.
• Stable home internet connection and suitable work environment.

Nice to have

• Near native fluency in Portuguese.
• Experience supporting SaaS or subscription-based products.
• Familiarity with social tools such as Sprout or Sprinklr.
• Experience with moderation in high-volume social environments.
• Knowledge of creative digital tools (design, generative AI, photo/video editing).

Culture & Benefits

• 100% remote work arrangement.
• Opportunities for continuous learning and career growth.
• Competitive compensation based on local market rates.
• Welcoming environment that values employee feedback and suggestions.
• Experience working within a diverse and global team.