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

TL;DR

Customer Service Specialist (Social Media/Spanish): Managing customer interactions across social channels and email for a digital subscription product suite with an accent on brand sentiment and technical triage. Focus on resolving billing and access issues, managing high-visibility public comments, and utilizing AI tools for efficient response drafting.

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

• Respond to public comments and DMs across social platforms using the appropriate brand tone.
• Handle end-to-end support for account access, subscriptions, billing, and refunds.
• Perform technical triage and basic product guidance, escalating complex issues through established paths.
• Use CRM systems to review customer history, track cases, and document outcomes.
• Leverage AI-assisted drafting tools to ensure responses are accurate, empathetic, and safe.
• Collaborate within a global team to maintain consistent quality across rotating shifts.

Requirements

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

Nice to have

• Near-native fluency in Portuguese.
• Experience with SaaS products or digital creative tools (design, video/photo editing, generative AI).
• Proficiency with CRM or social management tools such as Sprout or Sprinklr.
• Experience in high-volume social media moderation and engagement.

Culture & Benefits

• 100% remote work arrangement.
• Continuous learning experiences and clear career growth opportunities.
• Competitive compensation based on local market rates.
• Opportunity to work with innovative global brands.
• Inclusive and diverse global team environment.