About this role
Department: Customer Service and Client Relations
Work Arrangement: Remote
Job Type: Independent Contractor, Full Time
Work Schedule: US Time Zone (expected to be flexible with the client's preference, including weekends and US holidays during peak seasons)
Locations: LATAM (Mexico, Colombia, Argentina, Brazil), and other Spanish-speaking regions with excellent English communication skills
About Pearl TalentPearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund. They're looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates we've hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks onshore in the US.
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Why Work with Us?At Pearl, we're not just another recruiting firm—we connect you with exceptional opportunities to work alongside visionary US and EU founders. Our focus is on placing you in roles where you can grow, be challenged, and build long-term, meaningful careers.
Role OverviewThe Bilingual Customer Service Representative (Spanish/English) serves as the voice of the company for both English and Spanish-speaking customers, ensuring seamless customer experiences through professional, empathetic, and culturally appropriate communication. This role combines exceptional customer service with bilingual fluency to support diverse customer bases including Spanish-speaking tenants, landlords, and clients across various industries. You'll manage customer relationships, resolve complex billing inquiries, drive process improvements, and serve as a cultural bridge—all while maintaining high standards of service excellence in fast-paced environments.
Your ImpactYour bilingual capabilities will enable companies to serve Spanish-speaking markets with the same excellence as English-speaking customers, directly expanding market reach and customer satisfaction. You'll reduce language barriers that often lead to frustration and churn, particularly with elderly or non-technical Spanish-speaking customers. By providing clear explanations of complex billing, utility, or service concepts in both languages, you'll build trust with diverse customer segments. Your work will directly contribute to revenue growth through upselling, improved customer retention, and enhanced reputation in bilingual markets.
Core ResponsibilitiesBilingual Customer Relationship Management (40%)
Serve as the first point of contact for English and Spanish-speaking customers via phone, email, live chat, and SMSRespond to customer inquiries in both languages with professional, empathetic, and culturally appropriate communicationBuild rapport and provide personalized recommendations based on customer needs in their preferred languageFollow up with clients in English or Spanish to ensure satisfaction and gather feedbackMaintain warm, clear communication that balances professionalism with cultural sensitivityAct as brand ambassador delivering white-glove service to diverse customer demographicsTranslate complex information into simple, customer-friendly language in both English and SpanishOrder Management & Bilingual Account Coordination (30%)
Process phone and online orders accurately in English and SpanishMonitor and update customer accounts, ensuring data accuracy across the bilingual customer baseAssist in onboarding new Spanish-speaking clients and guide them through company systemsCoordinate with operations, design, and logistics teams for timely delivery to all customersManage order changes, cancellations, and special requests from English and Spanish speakersSupport clients in navigating tech-enabled platforms with language-appropriate guidanceSet up new accounts and assist with account creation for bilingual customer baseProblem Resolution & Bilingual Issue Management (15%)
Provide solutions to customer issues in English or Spanish, troubleshooting independentlyResolve customer concerns with professionalism and cultural awarenessClearly explain billing, utility, and service concepts to Spanish-speaking, often elderly or non-technical customersHandle difficult conversations calmly in both languages, especially with frustrated callersEscalate complex concerns appropriately while keeping clients updated in their preferred languageReview bills and usage patterns, forming first-pass hypotheses and explaining findings bilinguallyTranslate technical or billing information into customer-friendly explanations in SpanishDocumentation & Administrative Support (10%)
Document all customer interactions in CRM systems with notes in the appropriate languageMaintain accurate case history and ticket management following workflow standardsTag and escalate issues according to established protocols in a bilingual environmentCollaborate with operations teams to address recurring issues affecting Spanish-speaking customersAssist with light operations tasks and maintain SOP reference materials in both languagesHelp organize communication records and provide translation support as neededGenerate customer satisfaction reports across English and Spanish-speaking customer segmentsRevenue Growth & Process Improvement (5%)
Identify upsell and cross-sell opportunities during bilingual customer interactionsPromote seasonal offers and premium products to Spanish and English-speaking customersIdentify trends specific to the Spanish-speaking customer base and recommend improvementsCollaborate with departments to improve the experience for bilingual customer segmentsProvide insights on cultural considerations that affect customer satisfactionDevelop bilingual SOPs and customer service materialsRequirements
Must-Haves (Required)Language Proficiency: Fluent in both Spanish and English (C2 level in English) with clear, neutral accent in both languages - spoken and writtenExperience: 1-2+ years of customer service experience in bilingual environments, preferably in billing, tech-driven industries, e-commerce, clean-tech, or utility servicesBilingual Communication: Strong written and verbal communication skills in both English and Spanish with professional deliveryMulti-Channel Support: Experience handling inbound calls, emails, live chat, and SMS in both languagesTech Proficiency: Proficiency in Customer Support Systems (Zendesk or similar) and CRM toolsCultural Competence: Understanding of cultural nuances in customer service across English and Spanish-speaking marketsDetail-Oriented: Highly organized with exceptional attention to detail and accuracyPressure Management: Calm, patient demeanor—especially with elderly, frustrated, or non-technical Spanish-speaking callersProblem-Solving: Strong analytical skills with ability to explain billing logic and complex concepts simply in both languagesMultitasking: Proven ability to manage multiple priorities in fast-paced bilingual environmentsSchedule Flexibility: Willingness to work shifting schedules including weekends and US holidays during peak seasonsReliability: Dependable with high-speed internet connection for remote workNice-to-Haves (Preferred)Startup or high-growth company experienceExperience in US utility, billing, energy, or telecom systems serving Spanish-speaking customersProven track record with upselling to bilingual customer baseFamiliarity with e-commerce platforms (especially Shopify)Background in clean-tech, SaaS, or luxury products/servicesExperience in floral, gifting, or event planning industriesProcess documentation experience in bilingual environmentsFamiliarity with LATAM business practices and cultural normsExperience working with elderly or diverse Spanish-speaking demographicsTrilingual capabilities (English/Spanish/Portuguese or French)
Tools ProficiencyMust-Haves (Required)Customer Support: Zendesk or similar ticketing and VOIP systems with multilingual capabilitiesCRM Platforms: Salesforce, HubSpot, or equivalent customer relationship management toolsCommunication: Email, phone systems, live chat platforms, SMS tools (bilingual functionality)Google Workspace: Gmail, Docs, Sheets, DriveOrder Management: Experience with order processing and tracking systemsNice-to-Haves (Preferred)E-commerce Platforms: Shopify or similar online retail systems (LATAM experience a plus)Team Communication: Slack or Microsoft TeamsVideo Conferencing: Zoom or equivalent platformsDocumentation: Notion or similar knowledge base toolsProductivity Tools: Asana, Trello, or project management softwareTranslation Tools: Experience with professional translation or localization toolsBenefits
Competitive Salary: Based on experience and skillsRemote Work: Fully remote — work from anywhereGenerous PTO: In accordance with company policyDirect Mentorship: Access to global industry leadersLearning & Development: Continuous growth resourcesGlobal Networking: Work with international teams
Our Recruitment Process Application Skills Assessment Initial Screening Top-grading Interview Client Matching Job Offer Onboarding
Ready to Join Pearl Talent?If you're proactive, reliable, and excited to work with high-performing teams across industries, we'd love to hear from you. Apply today and become part of Pearl Talent's global community.