Bilingual Customer Support Representative – Remote (Colombia)

About the role

As a Customer Support Representative you are often the first human connection a restaurant owner or guest has with Owner. You set the tone in moments that matter, delivering calm, empathetic and precise assistance in both Spanish and English.

Key responsibilities

• Deliver hospitality‑driven, empathetic support across high‑volume inbound calls, chats and emails.
• Manage multiple concurrent conversations, stay organized and prioritize tasks while maintaining accuracy.
• Take ownership of complex or high‑priority issues, using structured problem‑solving and clear communication to resolve them.
• Document interactions thoroughly in Salesforce and collaborate with teammates via Slack.
• Identify recurring patterns, share insights and help improve tools, processes and documentation.

Required profile

• 3‑5+ years of customer support experience, preferably in B2B SaaS or technology.
• Fluent in Spanish and English (C1/C2) with strong written and verbal communication.
• Proven ability to handle escalations and complex customer issues with empathy and sound judgment.
• Experience mentoring or training teammates and acting as a subject‑matter expert.
• Reliable home workspace with high‑speed internet and minimal background noise.

Required skills

• Salesforce (CRM)
• Intercom (or similar chat platform)
• TalkDesk (or similar telephony system)

What we offer

• Estimated annual salary equivalent to $20,000 USD.
• Comprehensive health coverage.
• Remote‑work flexibility and work‑from‑home stipend.
• Unlimited paid time off.
• Paid training period (4‑6 weeks) and company‑provided laptop.