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About the role
Key responsibilities & impact- Provide premium, high-level support to VIP clients via chat, email, phone (when needed);
- Ensure 24/7 coverage, specifically handling night shift operations;
- Respond to customer inquiries promptly and professionally;
- Resolve complex issues efficiently while maintaining VIP service standards;
- Escalate technical or high-priority cases to relevant departments when necessary;
- Monitor customer accounts and proactively identify potential issues;
- Meet KPIs related to response time, resolution time, and customer satisfaction;
- Adapt to rotating schedules, including weekends and holidays;
- Ensure smooth shift handovers between day and night teams.
Requirements
What you’ll need- Upper-Intermediate level to advanced of English (fluent written and spoken);
- Fluent Spanish speaker;
- Previous experience with customer support is not mandatory, but will be considered a plus;
- Experience handling live chat and email interactions will be considered an advantage.
Benefits
Comp & perks- Provide premium, high-level support to VIP clients via chat, email, phone (when needed);
- Ensure 24/7 coverage, specifically handling night shift operations;
- Respond to customer inquiries promptly and professionally;
- Resolve complex issues efficiently while maintaining VIP service standards;
- Escalate technical or high-priority cases to relevant departments when necessary;
- Monitor customer accounts and proactively identify potential issues;
- Meet KPIs related to response time, resolution time, and customer satisfaction;
- Adapt to rotating schedules, including weekends and holidays;
- Ensure smooth shift handovers between day and night teams.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supportlive chatemail interactionsKPI management
Soft Skills
communicationproblem-solvingadaptabilityprofessionalismcustomer satisfaction