Scale Virtually VA

Bilingual Customer Support Representative, Spanish-English

Scale Virtually VA

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Respond to inbound and outbound customer interactions in Spanish and English as they come in (calls, emails, chat).
  • Take ownership of each issue from first contact to resolution—do not leave cases incomplete or unclear.
  • Resolve common issues immediately; escalate only when necessary with clear documentation.
  • Maintain control of conversations, especially when customers are confused or frustrated.
  • Switch between phone, email, and chat support throughout your shift without drop in quality.
  • Adjust tone and clarity depending on the customer’s language and level of understanding.
  • Translate or clarify information in real-time for Spanish-speaking customers when needed.
  • De-escalate tense situations without transferring the problem unless required.
  • Identify when a customer is at risk of dissatisfaction and adjust your approach to retain them.
  • Ensure each interaction ends with clarity—no unresolved confusion.
  • Log every interaction accurately in CRM systems immediately after handling it.
  • Track follow-ups and ensure no open cases are forgotten.
  • Maintain clean, structured records that another team member can understand instantly.

Requirements

  • Fluent in Spanish and English (written and spoken) — must be able to switch mid-conversation without hesitation.
  • Minimum 1–2 years in a customer-facing role (call center, support, or service-based).
  • Proven ability to handle real-time conversations (voice required).
  • Comfortable managing multiple tickets or conversations simultaneously.
  • Strong ability to explain complex information clearly in both languages.
  • Must operate independently—you are expected to resolve issues without constant supervision.
  • High accountability in documentation and follow-through—missed follow-ups are not acceptable.
Benefits
  • PTO
  • HMO
  • Fully Remote Work
Applicant Tracking System Keywords

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

Hard Skills & Tools
bilingual communicationcustomer supportissue resolutionCRM systemsreal-time conversation managementdocumentationticket management
Soft Skills
ownershipde-escalationclarity in communicationadaptabilityaccountabilityproblem-solvingempathy