Spanish Bilingual Customer Service Agent (SaaS)

TL;DR

Spanish Bilingual Customer Service Agent (SaaS): Providing first-line support across social media channels and email for a digital subscription product suite with an accent on brand sentiment and community engagement. Focus on resolving account, billing, and technical issues while maintaining a human, platform-native tone.

Location: Remote (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

• Respond to public comments and manage direct messages across social channels with appropriate brand tone.
• Handle common customer needs including account access, subscriptions, billing, refunds, and cancellations.
• Perform basic product guidance and technical triage, escalating high-risk issues to appropriate paths.
• Use CRM tools to review customer history, track cases, and document outcomes.
• Utilize AI-assisted drafting tools to provide fast, accurate, and empathetic responses.
• Contribute to consistent quality and decision-making across shifts.

Requirements

• 2+ years of experience in social care, community management, or CX support.
• Near-native fluency in Spanish and Portuguese.
• Fluent English (written and oral).
• Ability to work an 8-hour rotating shift schedule.
• Stable home internet connection and a personal PC/Laptop with a working webcam.

Nice to have

• Experience with CRMs or social tools such as Sprout or Sprinklr.
• Experience supporting SaaS or subscription-based digital products.
• Familiarity with creative or technical tools (design, video editing, generative AI).
• Experience with moderation in high-volume social environments.

Culture & Benefits

• 100% remote work position.
• Competitive compensation based on local market rates.
• Opportunities for continuous learning and career growth.
• Inclusive and diverse global team environment.
• Culture that values and considers employee feedback and suggestions.