We are looking for a bilingual Customer Support Specialist (Spanish and English) with strong troubleshooting and analytical skills to join our team. In this role, you will handle complex customer inquiries, diagnose issues, and provide effective solutions that meet our service standards. Your ability to think critically and communicate clearly in both languages will be key in ensuring customers receive accurate, efficient support. If you enjoy solving problems and thrive in a role that combines technical understanding with customer interaction, we’d like to hear from you.
Responsibilities:
- Deliver exceptional customer support across multiple channels, including online chat, ticket systems, and email, ensuring timely and accurate responses.
- Collect, document, and prioritize customer feedback to help improve products, services, and processes.
- Troubleshoot and resolve customer issues, providing clear explanations and guidance.
- Escalate complex issues to the appropriate teams, ensuring a seamless handoff and follow-up until resolution.
- Maintain and update customer records in the CRM system with accurate and detailed information.
- Proactively identify recurring issues and suggest improvements to reduce support volume and enhance customer satisfaction.
- Provide customers with step-by-step solutions or educational resources to help them maximize the use of products and services.
Requirements:
- Fluency in both English (B1-C2) and Spanish (B2-C2);
- Strong problem-solving skills with the ability to analyze complex issues and identify practical solutions.
Will be a plus:
- Preference will be given to candidates with experience in a customer-facing role;
- Familiarity with Zendesk, Jira, and Hubspot or other CRM systems;
- Experience with troubleshooting software, hardware, or system issues; ability to diagnose and address technical problems efficiently;
- Some background knowledge of SEO.
What we offer:
- 20 days of vacation
- Flexible work schedule
- Full coverage of all PE tax expenses
- Full compensation of expenses on medical insurance
- 50% reimbursement of conference tickets and educational courses
- Compensation for individual English courses
- Fun corporate events and team building events
- A top-notch product that is easy to market
- Opportunity to take part in the product decision-making process
- Work with a well-motivated fast-and-furious team
- Supportive environment of marketing professionals that value quality above quantity
About SE Ranking:
SE Ranking is the company behind powerful and intuitive products that helps businesses grow and manage their online visibility across search, social, and AI-powered environments. SE Ranking is trusted by over a million businesses, agencies, and SEO professionals since 2013.
The software began as an instrument for monitoring and reporting on web page rankings and grew into a completely integrated SEO platform with over 30 tools that provide reliable data with clear insights for every step of the SEO process and allow the crafting of complex SEO strategies. SE Ranking is currently expanding its portfolio with the development of two additional products in the fields of SMM and AI-driven Search.
The SE Ranking workplace comprises 250+ talents from all over the globe. As a remote-first company, we strive to offer every team member a proper work-life balance. We take care of our employees’ physical and mental health by providing them with the relevant benefits. We value curiosity, creativity, dedication to life-long learning, transparent internal communication, and constructive feedback. To help every team member thrive and reach their full potential, we nurture a dynamic and supportive work environment that sparks growth.