Bilingual Customer Experience Specialist

About the role

This fully remote position supports Spanish‑ and English‑speaking customers and insurance agents from India while aligning with US working hours. You will be the primary point of contact, delivering accurate, empathetic assistance across chat, email, phone and SMS.

Key responsibilities

• Provide high‑quality multilingual support via email, chat, phone and SMS.
• Resolve complex queries about insurance policies, agent commissions, contracts and account status.
• Navigate internal systems to retrieve policy data and update partner/agent platforms.
• Develop deep product and process knowledge to serve as a reliable contact for agents.
• Identify customer and agent needs, process requests efficiently, and meet defined service level targets.
• Collaborate with internal teams and account managers to improve issue resolution.
• Spot process gaps and propose improvements to boost service efficiency.

Required profile

• 1‑3 years of experience in customer support, success, operations or a similar client‑facing role.
• Full professional fluency in Spanish (minimum B2) and English (minimum C1), both written and spoken.
• Strong attention to detail when handling financial, contractual or policy information.
• Excellent communication skills with the ability to simplify complex topics.
• Ability to multitask, prioritize and manage time in a high‑volume environment.
• Self‑motivated and comfortable working independently while collaborating across functions.

Required skills

• Salesforce (or similar CRM/ticketing tool)