Bilingual Software Support (REMOTE)

Bilingual Software Support (REMOTE)

We are seeking a dynamic, ambitious, and intellectually curious person to join a high-growth technology company that is small but expanding rapidly. This unique role combines customer support excellence with strategic insight and project leadership. You will provide excellent front-line customer support, help identify and drive operational efficiencies, and communicate strategic insights with senior leadership in the GTM function. You will be critical to helping drive culture and process change from the bottom-up.

Responsibilities:

• Provide exceptional customer support by resolving customer issues promptly, efficiently, and professionally.
• Elevate systems and processes by observing, analyzing and providing actionable feedback on the support systems, software, and processes.
• Share operational insights, areas for improvement, and new ideas to improve customer support practices with senior leadership.
• Collaborate across Finance, Sales, and Engineering to learn and adopt new practices.
• Help establish and maintain the tracking of key metrics that drive outcomes for customers including response times, quality of responses, customer satisfaction, and renewal rates.
• Conduct implementation calls, configure customer solutions, and deliver product training sessions to help customers successfully onboard and begin using their software solutions.
• Serve as the primary point of contact and manage relationships with key clients to ensure ongoing success and satisfaction, including Spanish speaking clients in Puerto Rico.

Requirements:

• 2+ years of experience as a customer service professional in a customer-facing role.
• Bilingual proficiency in English and Spanish, with the ability to communicate professionally with customers in both languages.
• Experience in customer retention, escalations, and resolving complex customer issues with professionalism and empathy.
• Experience identifying opportunities to expand value through thoughtful upsell and cross-sell conversations.
• A passion for delivering exceptional customer experiences by being relationship-driven and customer-focused.
• Strong career ambition, and curious and eager to build a career path in Customer Success.
• Experience working for a technology/software company, or working with a complex product (airline, bank, etc) is a plus.
• Experience using a ticketing system such as HubSpot is a plus.
• A highly motivated self-starter with strong problem-solving skills, exceptional communication skills (both written and verbal) and an analytical and creative mindset with the ability to identify patterns and propose new ideas.
• Ability to work full time and remotely in East Coast hours starting at 8am EST.
• Must be a U.S. Citizen or Permanent Resident, and able to successfully pass an FBI background check as a condition of employment.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status.