BrickBrands

Customer Support

• You'll be the frontline voice of the brand across social, helping customers in real-time while keeping responses human, clear, and platform-native.
• Responding to public comments with strong judgment, context awareness, and the right brand tone
• Managing direct messages (DMs) and private support conversations end-to-end
• Using a CRM to review customer history, track cases, and document outcomes clearly
• Supporting common customer service needs including: Account and login support, Subscription, billing, refunds, and cancellations, Retention-style conversations (when appropriate), Access, download, install, or "it’s not working" troubleshooting, Providing basic product guidance and technical triage, escalating when needed
• Using AI-assisted drafting tools to respond faster while ensuring every message is accurate, empathetic, and safe before sending
• Following established escalation paths for high-risk issues, sensitive topics, and VIP situations
• Contributing to consistent quality across shifts (tone, accuracy, decision-making)

Customer Care Specialist, Spanish

• You’ll be the frontline voice of the brand across social, helping customers in real time while keeping responses human, clear, and platform-native.
• Responding to public comments with strong judgment, context awareness, and the right brand tone
• Managing direct messages (DMs) and private support conversations end-to-end
• Using a CRM to review customer history, track cases, and document outcomes clearly
• Supporting common customer service needs including: Account and login support, Subscription, billing, refunds, and cancellations, Retention-style conversations (when appropriate), Access, download, install, or “it’s not working” troubleshooting
• Providing basic product guidance and technical triage, escalating when needed
• Using AI-assisted drafting tools to respond faster while ensuring every message is accurate, empathetic, and safe before sending
• Following established escalation paths for high-risk issues, sensitive topics, and VIP situations
• Contributing to consistent quality across shifts (tone, accuracy, decision-making)

Spanish Bilingual – Customer Service Agent, Social-First Customer Care Specialist

Customer Service Specialist, Spanish Bilingual

• Actively monitor and engage with customer reviews, comments, mentions (and more) across different platforms, with strong judgment, context awareness, and the right brand tone, while providing clear and helpful responses about the client’s products.
• Respond to potential customers via public responses, chat, email, direct messages, and app store review sections.
• Quickly identify trends or issues within customer communications (whether text, memes, or media) and stay updated on current social media and app store lingo and share them with the team.
• Moderate reviews and comments on the client’s apps and platforms, ensuring content adheres to brand guidelines and policies.
• Analyze user feedback to make informed decisions about moderating or escalating issues in a timely manner.
• Work closely with the client to ensure their app communities are safe and align with brand values and user guidelines.
• Maintain regular communication with your manager to address questions, resolve issues, and provide updates.
• Addresses public and private customer care issues across social.
• Contributing to consistent quality across shifts (tone, accuracy, decision-making)

Customer Care Specialist, Spanish

Spanish Bilingual – Customer Service Agent, Social-First Customer Care Specialist

Customer Service Specialist, Spanish Bilingual

Customer Service Agent – Moderation & Engagement, Spanish