Bilingual Customer Support Rep for SaaS (ES/EN)

Skills Required

Description

Providing bilingual support in both English and Spanish is crucial for SaaS platforms that serve diverse users. This role ensures that customers receive clear, professional assistance regardless of their preferred language.

The support rep will handle live chat and ticketing systems, providing timely responses to inquiries ranging from technical troubleshooting to account-related questions. Accuracy and empathy will be equally important in every interaction.

Knowledge of Intercom and CRM tools will streamline communication and keep user records up to date, making it easier to provide consistent and personalized support.

Help center content will also be part of the role. Writing clear, bilingual FAQs and guides will empower users to resolve common issues without needing direct support.

Patience and problem-solving skills are essential. Many SaaS users may not be technically experienced, so the ability to explain solutions in simple terms will improve customer satisfaction.

The position also requires maintaining a professional tone across languages, ensuring that translations feel natural and culturally appropriate rather than literal.

Ultimately, this role strengthens customer trust by ensuring smooth communication, reducing response times, and improving overall user experience for both English and Spanish speakers.