Hiiya

Customer Success Support Specialist – Bilingual Spanish/English

Hiiya

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Junior

Tech Stack

Cloud

About the role

  • Own the full support lifecycle for Strategic Operators and Enterprise Customers, making real-time decisions about ticket prioritization, routing, and resolution approaches to consistently meet SLA commitments for time to resolution and solution quality on first response
  • Build and maintain support playbooks, processes, and documentation that codify best practices and enable the team to handle increasing complexity and volume without sacrificing quality
  • Identify recurring customer pain points and patterns across tickets, translating these insights into actionable process improvements and clear feedback loops with Product and Engineering teams
  • Operate with significant autonomy in determining how to solve customer problems within established frameworks, escalating strategically when issues require cross-functional alignment or have broader product implications
  • Navigate ambiguity in customer issues that may lack clear documentation or precedent, using technical judgment and resourcefulness to research, test, and deliver accurate solutions

Requirements

  • 1–3 years of experience in customer support, preferably in a fast-paced SaaS environment
  • Fluent Spanish speaker
  • Hands-on experience with support platforms such as Zendesk or Salesforce Service Cloud
  • Technical aptitude sufficient to troubleshoot product issues, understand API basics, and communicate effectively with engineering teams
  • Demonstrated interest in or experience building support documentation, playbooks, or process improvements
  • Strong written communication skills with attention to clarity and detail
  • Experience supporting telecommunications or carrier customers (Preferred)
  • Exposure to enterprise or strategic account support models (Preferred)
Benefits
  • 25 holiday plus bank holidays
  • Opt in salary sacrifice pension scheme (company full 4% of basic salary contribution)
  • Paid parental leave
  • Private medical insurance through Vitality (including dental & vision)
  • Employer-paid life insurance 2x base salary
  • Donation Matching for a charity of your choice (up to $1,000/ year)
  • WFH equipment stipend
  • $1,000/year in Professional Development funds
  • Lunch provided on in-office days
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer supportSaaStroubleshootingAPI basicssupport documentationprocess improvementsticket prioritizationresolution approachessupport playbooks
Soft Skills
written communicationattention to detailtechnical judgmentresourcefulnessautonomyproblem-solvingclarity