Spanish Bilingual - Customer Service (Social-First Customer Care Specialist)

Summary of the Role

As a Social-First Customer Care Specialist, you will be the first point of contact for users across social channels (public comments and DMs) and email. You’ll support customers of a leading digital subscription-based product suite and help maintain a positive brand presence by responding to customer questions, resolving issues, and escalating when needed.

This role is ideal for someone who’s quick, calm under pressure, great with people, and comfortable supporting users with account access, subscriptions, billing, and product-related troubleshooting in a highly visible environment.

What You’ll Do

You’ll be the frontline voice of the brand across social, helping customers in real time while keeping responses human, clear, and platform-native.

Your responsibilities include:

• Responding to public comments with strong judgment, context awareness, and the right brand tone
• Managing direct messages (DMs) and private support conversations end-to-end
• Using a CRM to review customer history, track cases, and document outcomes clearly
• Supporting common customer service needs including:
  • Account and login support
  • Subscription, billing, refunds, and cancellations
  • Retention-style conversations (when appropriate)
  • Access, download, install, or “it’s not working” troubleshooting
• Providing basic product guidance and technical triage, escalating when needed
• Using AI-assisted drafting tools to respond faster while ensuring every message is accurate, empathetic, and safe before sending
• Following established escalation paths for high-risk issues, sensitive topics, and VIP situations
• Contributing to consistent quality across shifts (tone, accuracy, decision-making)