About the job
Location: Remote (LATAM)
Schedule: Full-time, U.S. Hours
Employment: Independent Contractor
Salary: $1,500-$1,800/month - Negotiable based on experience
About the Role
Join a dynamic and rapidly expanding U.S.-based telecommunications firm as a Bilingual Customer Experience & Operations Specialist. In this pivotal role, you will provide exceptional support to customers through voice, chat, and email in both English and Spanish.
Unlike traditional support roles, you will be instrumental in problem-solving, streamlining processes, and enhancing operational efficiency as the company grows.
About You
Are you a master communicator with outstanding customer service skills? Do you have a solid background in telecommunications operations, especially with port-in processes, and excel at resolving customer issues? If you thrive in fast-paced, technology-driven environments where every interaction matters, this position is perfect for you. You will manage customer inquiries and back-office operations with professionalism, ensuring seamless experiences for every client.
The ideal candidate will efficiently handle account updates, port-in requests, and service troubleshooting while also identifying opportunities for process enhancements that support operational growth within a U.S. startup.
Responsibilities
- Provide customer support via phone, chat, and email in both English and Spanish.
- Manage escalations and complex inquiries, ensuring swift and accurate resolutions.
- Assist with telecom-related requests, including port-ins and service issues.
- Document customer interactions and maintain precise records in internal systems.
- Identify trends and contribute to process improvements for operational efficiency.
- Collaborate with U.S.-based team members across support and engineering sectors.
Requirements
- Fluency in English and Spanish (strong verbal and written communication skills).
- Minimum of 3+ years in omnichannel support within BPO, call centers, or telecom (preferably for U.S. multinational clients).
- At least 1+ years of experience with telecom operations (port-in, service migration, account transfer).
- Experience handling voice support and escalations.
- Strong problem-solving and critical thinking abilities.
- Ability to work full-time (Monday to Saturday) during U.S. business hours.
- Bachelor's Degree or higher (preferably summa, magna, or cum laude from a reputable institution).
Preferred Qualifications
- Familiarity with tools such as ZoHo, Intercom CX, and Google Sheets.

