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

TL;DR

Customer Experience Specialist (Spanish): Handling social-first customer care across public comments, DMs, and email for digital subscription products with an accent on brand sentiment and real-time engagement. Focus on resolving billing and account issues, using AI-assisted drafting, and maintaining a human brand voice.

Location: Remote (Portugal)

Company

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

What you will do

• Manage customer interactions across social channels and email in real time.
• Handle public comments and DMs using a brand-consistent and human tone.
• Resolve account access, billing, subscription, and technical troubleshooting issues.
• Use CRM tools to track customer history and document case outcomes.
• Utilize AI-assisted drafting tools to ensure efficient and empathetic responses.
• Follow escalation paths for high-risk issues and VIP situations.

Requirements

• Must be based in Portugal
• 2+ years of experience in social care, community management, or CX support.
• English: Fluent (C1) written and oral proficiency required
• Spanish: B1 proficiency or above required
• High School Diploma or equivalent.
• Ability to work on a rotating 8-hour shift schedule.

Nice to have

• Near-native fluency in Portuguese.
• Experience with CRM or social tools such as Sprout or Sprinklr.
• Background supporting SaaS or subscription-based products.
• Experience with moderation in high-volume social environments.

Culture & Benefits

• 100% remote work arrangement.
• Competitive compensation based on local market rates.
• Continuous learning experiences and career growth opportunities.
• Welcoming environment within a diverse and global team.