Customer Service Specialist, Spanish Bilingual

🕒 May 6

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BrickBrands

WebsiteLinkedInAll Job Openings

51 - 200 employees

📱 Media

🤝 B2B

🌍 Social Impact

Media • B2B • Social Impact

BrickBrands is a company specializing in content classification and data labelling services, with a focus on enabling brands to engage effectively with their audiences. Established six years ago and originating from BrandBastion in the Nordics, BrickBrands offers moderation solutions in over 43 languages, operating globally with a team that works 24/7. The company aims to help brands respond to important topics and manage negative sentiment by blending technology with human insight. It emphasizes values such as accountability, teamwork, and continuous improvement, all while fostering a diverse and supportive work environment. BrickBrands' global reach and dedication to high-quality content processing make it a key player in enhancing brand communication in the social media space.

📋 Description

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

🎯 Requirements

• A High School Diploma or equivalent • 2+ years of experience in social care, community management , CX support , or digital customer service • Strong verbal communication & writing skills (friendly, clear, and socially native) • Comfort handling customer issues like billing, subscriptions, access problems, and troubleshooting • Calm under pressure and confident in high-visibility comment sections • Organized, accountable, and consistent • Fluent in English both written and oral • Near native Fluency in Portuguese & Spanish • General knowledge and interest in various social media platforms • A personal PC/Laptop with working webcam • A good working home environment with a stable internet connection • The ability to work an 8-hour shift on a rotating shift schedule • Familiarity with creative or technical digital products (design, photo/video editing, productivity tools) (Nice to have) • Experience working within a CRM, or social tools such as Sprout, Sprinklr etc. (Nice to have) • Experience supporting subscription-based or SaaS products (Nice to have) • Experience with moderation and customer engagement in high-volume social environments (Nice to have)

🏖️ Benefits

• 100% Remote position • Continuous learning experience & career growth opportunities • Offers competitive compensation based on location market rates • A great opportunity to work with some of the world’s coolest and most innovative brands • A welcoming environment where even your feedback and suggestions are all being taken into consideration • Enjoy working in a diverse & global team environment - BrickBrands team members come from different backgrounds