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Customer Experience Agent — LATAM / Americas (Contract)

📅 Jun 8
Customer SupportBilingual CommunicationProblem-solvingUser Feedback Analysis

📜 Description

  • Handle inbound support requests in English and other ROW languages via in-app chat, email, and other channels.
  • Diagnose and resolve issues related to subscriptions, account access, billing, and app features.
  • Escalate technical bugs and complex cases to the related PoCs with clear reproduction steps.
  • Maintain consistent quality scores across all user interactions (CSAT, QPI).
  • Identify patterns in user feedback and share insights with the CX lead and product team.
  • Contribute to the internal Knowledge Base in Spanish and English.

🛠️ Requirements

  • 1+ years of customer support or customer-facing experience
  • Native-level English communication skills (reading, writing, speaking)
  • Professional-level Spanish for user communication
  • Familiarity with US user communication norms
  • Strong empathy and a user-first mindset
  • Self-starter with the ability to independently manage multiple cases and proactively flag issues
  • Available to work Eastern Time hours (9am–6pm ET, Mon–Fri)
  • Experience with support tools such as Intercom or Zendesk
  • Experience supporting a mobile app or SaaS product
  • Familiarity with subscription billing or in-app purchase flows
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