Customer Service Agent – Moderation & Engagement, Spanish

BrickBrands

Customer Service Agent handling customer interactions and moderating digital content for global brands. Engaging with customers in Spanish and English in a 100% remote role.

Posted 4/29/2026full-timeRemote • 🇵🇹 PortugalJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

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)

Requirements

What you’ll need

A High School Diploma or equivalent
A personal PC/laptop with a working webcam
A good working home environment with a stable internet connection
2+ years of experience in social care, community management, CX support, or digital customer service
Fluent in English & Portuguese , both written and oral
Strong verbal communication & writing skills (friendly, clear, and socially native)
Residing in Portugal
General knowledge and interest in various social media platforms
Experience as a content moderator / engaging in all social media platforms is a plus!
The ability to work an 8-hour shift, on a rotating schedule
Calm under pressure and confident in high-visibility comment sections
Organized, accountable, and consistent

Benefits

Comp & perks

100% Remote position
Continuous learning experience & career growth opportunities
Offers competitive compensation based on location market rates
A great opportunity to work with some of the world’s coolest and most innovative brands
A welcoming environment where even your feedback and suggestions are all being taken into consideration
Enjoy working in a diverse & global team environment - BrickBrands team members come from different backgrounds

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

social carecommunity managementCX supportdigital customer servicecontent moderationcustomer engagementtrend analysisbrand guidelines adherenceuser feedback analysissocial media lingo

Soft Skills

verbal communicationwriting skillsjudgmentcontext awarenesstone managementcalm under pressureorganizationaccountabilityconsistencydecision-making

Certifications

High School Diploma