Bilingual Support Specialist

Omni-Channel Support Representative

Provide omni-channel support (phone, chat, email, and SMS) for the Favor community (Runners, customers, and merchants) and deliver world-class support, empathy, and a personal touch to every interaction. The schedules available for these positions are listed below. These are offered on order of acceptance. 10:00am–6:30pm | Off Tuesday/Wednesday 10:00am–6:30pm | Off Friday/Saturday 1:30pm–10:00pm | Off Thursday/Friday 1:30pm–10:00pm | Off Tuesday/Saturday

Essential Tasks/Duties/Responsibilities:

• Provide high volume, omnichannel support (via phone, chat, email, and SMS) to find creative solutions for real-time challenges; ensure high-quality customer service and issue resolution for Runners, customers and merchants.
• Remain active in primary queues throughout the work day; consistently meet or exceed set targets and metrics.
• Carefully and efficiently follow all call center scripts, escalation procedures and guidelines to ensure complex support issues are resolved with professionalism.
• Overcome common challenges (customer frustration, customer pushback, emotional impact, dealing with unknown situations) and delight those involved, particularly in difficult situations. Effectively utilize a computer; navigate between multiple screens to access customer information and resources, successfully handle multiple, concurrent calls; maintain accurate call service logs.
• Apply critical thinking to each caller's situation while following documented processes and procedures to effectively triage issues and advance to the correct department as needed.

Education & Experience:

• A high school diploma or equivalent

Knowledge/Skills/Abilities

• Fluency in both Spanish and English
• Excellent written and verbal communication skills with demonstrated ability to communicate via phone, chat and email (both internally and externally) and to type 40+ WPM
• Excellent time management skills and ability to maximize the number of clients that can be assisted while maintaining a high level of quality and customer service
• Detail oriented with ability to spot developing issues before they intensify
• Ability to function in a fast-paced environment; ability to work weekdays and weekends on a bid system during Favor's support operating hours
• Familiarity with Salesforce or similar contact center tools a plus

Physical & Other Requirements:

• Sit for an extended period of time
• Hand / Finger dexterity
• Lift 20 lbs or more on an occasional basis
• Work extended hours and/or rotating schedules
• A quiet, dedicated workspace with reliable high-speed internet of at least 10 (but preferably 25) Mbps for remote work

Life at Favor

Where you'll work: This role can be hybrid or remote, depending on the team member's location in Texas. If you live in Austin, Texas, we ask that you work from home roughly three days per week and work at our HQ for the remaining work days. If you live in a different city in Texas, you will primarily work from home, with the opportunity to travel to Austin for company-wide events. No matter where you work best, we foster an inclusive and flexible environment to support our workforce.

Benefits: We offer premium health, vision, dental, and life insurance, alongside 401(k) options. We go beyond the basics, while also throwing in Favor delivery fee credit and H-E-B discounts!

Paid time off (PTO): We offer unlimited PTO for salaried employees (that's actually unlimited) and ample vacation time to all team members.

Learning and development: We encourage personal growth and education through Intern(al)ships and Learning Labs taught by Favor team members and external facilitators.

Community: Whether you're an avid cyclist, dog lover, or Magic enthusiast, there's a group for you here. We foster community through Employee Resource Groups (ERGs), company-wide events, happy hours, and regular connection opportunities.

Diversity, equity, and inclusion: At Favor, we believe that to be the best delivery app in Texas, we need to represent all Texans. We are committed to growing a team with different backgrounds, experiences, abilities, and perspectives, and we are an equal opportunity employer. We review all resumes and qualifications with an open mind and encourage you to apply if this role interests you!

In addition, as a candidate, if you require any accommodations throughout the recruitment process, simply let your recruiter know! Our talent acquisition team will work with you directly to ensure a smooth and delightful process.