Customer Service Specialist, Spanish Bilingual

BrickBrands

Social-First Customer Care Specialist managing customer inquiries and support across various channels for BrickBrands, a global brand protection company.

Posted 5/6/2026full-timeRemote • 🇵🇹 PortugalJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

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)

Requirements

What you’ll need

A High School Diploma or equivalent
2+ years of experience in social care, community management , CX support , or digital customer service
Strong verbal communication & writing skills (friendly, clear, and socially native)
Comfort handling customer issues like billing, subscriptions, access problems, and troubleshooting
Calm under pressure and confident in high-visibility comment sections
Organized, accountable, and consistent
Fluent in English both written and oral
Near native Fluency in Portuguese & Spanish
General knowledge and interest in various social media platforms
A personal PC/Laptop with working webcam
A good working home environment with a stable internet connection
The ability to work an 8-hour shift on a rotating shift schedule
Familiarity with creative or technical digital products (design, photo/video editing, productivity tools) (Nice to have)
Experience working within a CRM, or social tools such as Sprout, Sprinklr etc. (Nice to have)
Experience supporting subscription-based or SaaS products (Nice to have)
Experience with moderation and customer engagement in high-volume social environments (Nice to have)

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

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

customer servicesocial carecommunity managementdigital customer servicebilling supportsubscription managementtroubleshootingtechnical triageCRM experiencemoderation

Soft Skills

verbal communicationwriting skillscalm under pressureorganizational skillsaccountabilityconsistencyempathycontext awarenessstrong judgmentconfidence

Certifications

High School Diploma