Customer Experience Agent — LATAM
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Job Description
Customer Experience Agent managing customer support for Spanish and English users in LATAM. Handling inquiries, resolving issues, and providing feedback to the product team.
Responsibilities:
- 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
- Participate in async syncs, QA reviews, and VoC reporting
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)
Benefits:
- Join a fantastic, tight-knit team at the right time
- Do your life's work with people you’ll love working with
- Global in nature
- Impact people's lives in a major way
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