Social-First Customer Care Specialist (Spanish)

TL;DR

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

Location: Remote (Must be based in Portugal)

Company

hirify.global provides 24/7 brand protection and customer engagement services for global brands across various languages and cultures.

What you will do

• Manage public comments and direct messages across social platforms using a brand-aligned tone.
• Handle account access, billing, refunds, and subscription cancellations.
• Utilize CRM systems to track customer history and document case outcomes.
• Perform basic technical triage and escalate high-risk or VIP issues.
• Use AI-assisted drafting tools to ensure accurate and empathetic responses.

Requirements

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

Nice to have

• Near native fluency in Portuguese.
• Experience with SaaS products or creative digital tools (AI, photo/video editing).
• Proficiency with CRM or social tools such as Sprout or Sprinklr.

Culture & Benefits

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