Bilingual Customer Support Representative (Spanish-English | Remote - Argentina) (Pilar)
Scale Virtually
- Pilar, Provincia de Buenos Aires
- Permanente
- Tiempo completo
Applications with an introduction video attached will be prioritized.Due to the fully remote nature of this role, it is important that candidates are comfortable communicating on video calls.Role SummaryYou are responsible for handling live customer interactions across phone, email, and chat in both Spanish and English.You step in when a customer has a question, issue, or complaint—and your job is to resolve it clearly, quickly, and without creating additional back-and-forth.You are expected to manage multiple conversations, document everything accurately in CRM systems, and maintain control of the interaction from start to resolution.Filtering signal: This role is not for candidates who struggle with real-time communication, need scripts for every situation, or cannot handle frustrated customers without escalation.Core ResponsibilitiesCustomer Support & Issue ResolutionRespond to inbound and outbound customer interactions in Spanish and English (calls, emails, chat)Take ownership of each issue from first contact to resolution—do not leave cases incomplete or unclearResolve common issues immediately; elevate only when necessary with clear documentationMaintain control of conversations, especially when customers are confused or frustratedMultichannel CommunicationSwitch between phone, email, and chat support throughout your shift without drop in qualityAdjust tone and clarity depending on the customer's language and level of understandingTranslate or clarify information in real-time for Spanish-speaking customers when neededCustomer Experience & RetentionDe-escalate tense situations without transferring the problem unless requiredIdentify when a customer is at risk of dissatisfaction and adjust your approach to retain themEnsure each interaction ends with clarity—no unresolved confusionCRM & DocumentationLog every interaction accurately in CRM systems immediately after handling itTrack follow-ups and ensure no open cases are forgottenMaintain clean, structured records that another team member can understand instantlyRequirements (Non-Negotiable)Fluent in Spanish and English (written and spoken) — must be able to switch mid-conversation without hesitationMinimum 1–2 years in a customer-facing role (call center, support, or service-based)Proven ability to handle real-time conversations (voice required)Comfortable managing multiple tickets or conversations simultaneouslyStrong ability to explain complex information clearly in both languagesMust operate independently—you are expected to resolve issues without constant supervisionHigh accountability in documentation and follow-through—missed follow-ups are not acceptableToolsCRM platforms (HubSpot, Salesforce, Zendesk, or similar)Google Workspace (Docs, Sheets, Gmail)VOIP / Dialer systemsChat and ticketing platformsWhat We Actually Care AboutYou can handle live conversations confidently without relying on scriptsYou resolve issues in one interaction whenever possibleYou document clearly enough that another agent can pick up instantlyYou remain calm and in control during difficult customer interactionsYou consistently follow through on open issues without remindersWhat This Role Is NOTThis is not a non-voice or back-office role — live calls are requiredThis is not for candidates who escalate everything instead of solvingThis is not a low-volume support role — you will handle multiple interactions dailyThis is not for candidates who rely heavily on scripts or templatesPosition DetailsFull-time, remoteUS-aligned working hoursHigh-volume, performance-driven environmentAsync communication with internal teams; real-time with customersBenefitsPaid Time Off (PTO)Fully Remote Work
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