Catena

Customer Service Representative, Bilingual – English/Spanish

Catena

full-time

Posted on:

Origin:  • 🇲🇽 Mexico

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Job Level

JuniorMid-Level

Tech Stack

VoIP

About the role

  • Work Arrangement: Fully remote
  • Job Type: Full-time
  • Work Schedule: 40 hrs/week, Monday–Friday, 8:00 AM – 5:00 PM PST
  • Locations: Remote, open to LATAM candidates
  • About Pearl Talent: Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund. They’re looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates we’ve hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks onshore in the US.
  • Hear why we exist, what we believe in, and who we’re building for: Watch here
  • Why Work with Us?: We’re not just another recruiting firm—we focus on placing candidates with exceptional US and EU founders who prioritize the long-term success of their team members. We also provide retention bonuses at 3, 6, 9, and 12 months, as well as community-driven benefits like an annual retreat.
  • About The Company: Our client is a clean-tech startup unlocking solar billing for the multifamily housing market. By enabling landlords to sell solar energy directly to tenants, they eliminate the friction in monetizing rooftop solar for tenant-occupied buildings—creating a win-win where property owners earn back their investment and tenants save on energy costs.
  • The company is scaling quickly after signing a series of major contracts, and is now seeking its first full-time Customer Service Representative (CSR) to ensure tenant satisfaction and reduce internal load on the operations team. The company culture is lean, impact-driven, and centered on building trust at scale—one conversation at a time.
  • Role Overview: We are looking for a bilingual Customer Service Representative (English/Spanish) to serve as the voice of the company for incoming tenant solar billing questions. This person will be the frontline of tenant experience—balancing warmth with clarity and ensuring every interaction is professional, empathetic, and accurate.
  • As the company's first dedicated support hire, you’ll play a foundational role in improving SLA performance, handling complex tenant inquiries, and maintaining the trust of both landlord and tenant stakeholders during a period of rapid growth.

Requirements

  • Fluent English (C2) with clear, neutral accent
  • Fluent Spanish (spoken and written)
  • 2+ years in a customer support or CSR role (billing, energy, telecom preferred)
  • Zendesk or similar ticketing experience
  • Calm, patient demeanor—especially with elderly or frustrated callers
  • Strong with numbers and able to explain billing logic simply
  • Experience in US utility or billing systems
  • Startup, SaaS, or cleantech background
  • Familiarity with Google Workspace
  • Process documentation or admin support experience