speak - Customer Experience Agent — LATAM / Americas (Contract)

Remote - ET (Eastern)3mo ago

Remote Junior NA Software Travel Agent Intercom Zendesk CSAT Reporting Base

Requirements

• 1+ years of customer support or customer-facing experience • Native-level English communication skills (reading, writing, speaking) • Professional-level Spanish for user communication • Familiarity with US user communication norms • Strong empathy and a user-first mindset • Self-starter with the ability to independently manage multiple cases and proactively flag issues • Available to work Eastern Time hours (9am–6pm ET, Mon–Fri) • Experience with support tools such as Intercom or Zendesk • Experience supporting a mobile app or SaaS product • Familiarity with subscription billing or in-app purchase flows • Comfortable using AI tools in day-to-day work

Responsibilities

• Handle inbound support requests in English and other ROW languages via in-app chat, email, and other channels • Diagnose and resolve issues related to subscriptions, account access, billing, and app features • Escalate technical bugs and complex cases to the related PoCs with clear reproduction steps • Maintain consistent quality scores across all user interactions (CSAT, QPI) • Identify patterns in user feedback and share insights with the CX lead and product team • Contribute to the internal Knowledge Base in Spanish and English • Participate in async syncs, QA reviews, and VoC reporting

Benefits

• 1. Join a fantastic, tight-knit team at the right time: we're growing very quickly, we've most recently raised our Series C from some of the top investors in the valley, and we've achieved product-market fit in our initial markets. You'd join at a magical time when a single person could significantly change the course of the company. • 2. Do your life's work with people you’ll love working with: we care strongly about our craft and want every person at Speak to feel like they're growing every day. We believe in the idea that working with people you both enjoy and have respect for makes everything better. We hire thoughtfully and only work with people we admire deeply.