Experienced Bilingual Customer Support Specialist – Spanish & English – Global Compliance Platform

Are you a tech-savvy, customer-centric professional with a passion for delivering exceptional support experiences? Do you have a strong background in customer support, with a proven ability to communicate effectively in both Spanish and English? If so, we invite you to join our dynamic team at blithequark as a Bilingual Customer Support Specialist.

About blithequark

blithequark is a cutting-edge global compliance platform that empowers companies to verify identities and businesses through the innovative combination of AI-powered fraud detection, orchestration, and local data integrations. As a Y-Combinator backed company, we're committed to making onboarding safer and smarter for fintechs, banks, and enterprises worldwide. Our mission is to revolutionize the way businesses verify identities and conduct transactions, and we're looking for talented individuals like you to help us achieve this vision.

Role Overview

As a Bilingual Customer Support Specialist at blithequark, you'll be the front line of communication for our customers, providing responsive, empathetic, and technically accurate support via email, chat, and occasional video calls. You'll work closely with our product, engineering, and customer success teams to ensure customer feedback is heard and acted on. Your primary goal will be to deliver an exceptional customer experience, resolving issues, guiding users through our platform, and maintaining a high level of satisfaction.

Key Responsibilities

• Provide timely and effective support to our global users, addressing technical issues related to the blithequark dashboard, SDKs, APIs, and integrations

• Act as a liaison between customers and our technical team, escalating bugs or feature requests to ensure seamless resolution
• Maintain clear and structured documentation for internal processes and customer knowledge bases, ensuring that information is easily accessible and up-to-date
• Translate key support documents and responses between Spanish and English as needed, facilitating communication between our global customer base and our support team
• Monitor customer queries and maintain SLAs, ensuring timely resolution and customer satisfaction
• Collaborate with product and engineering teams to continuously improve the customer experience, incorporating customer feedback and insights into our product development roadmap

Essential Qualifications

• Fluency in both Spanish and English (written and spoken), with the ability to communicate effectively in both languages

• Based in Mexico or a similar timezone for optimal overlap with our global customer base
• Tech-savvy with a strong understanding of APIs, SDKs, and developer documentation (bonus if you've worked in a SaaS or developer tools environment)
• Strong communication skills, with a customer-first mindset and a proven ability to build rapport with customers
• Organized and self-motivated, with the ability to manage multiple requests simultaneously and prioritize tasks effectively

Preferred Qualifications

• Prior experience in customer support, ideally for a B2B SaaS or fintech company

• Familiarity with support tools like Zendesk, Intercom, or Freshdesk
• Basic troubleshooting skills with tools like Postman, browser dev tools, etc.
• Experience with compliance or identity verification platforms

Skills and Competencies

• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders

• Strong problem-solving skills, with the ability to troubleshoot technical issues and provide effective solutions
• Ability to work in a fast-paced environment, prioritizing tasks and managing multiple requests simultaneously
• Strong organizational skills, with the ability to maintain clear and structured documentation and knowledge bases
• Proficiency in both Spanish and English, with the ability to communicate effectively in both languages

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to helping our employees grow and develop their skills. As a Bilingual Customer Support Specialist, you'll have the opportunity to:

• Work closely with our product and engineering teams to develop a deep understanding of our platform and its capabilities
• Collaborate with our customer success team to identify areas for improvement and develop strategies for enhancing the customer experience
• Participate in regular training and development programs, designed to enhance your technical skills and knowledge
• Take on additional responsibilities and contribute to the growth and development of our support team

Work Environment and Company Culture

At blithequark, we're passionate about creating a dynamic and inclusive work environment that fosters collaboration, creativity, and innovation. Our team is made up of talented individuals from diverse backgrounds and industries, united by a shared commitment to making a positive impact on the world. We're committed to:

• Providing a flexible and remote work environment, allowing our employees to work from anywhere and maintain a healthy work-life balance
• Fostering a culture of open communication, transparency, and feedback, where every voice is heard and valued
• Encouraging collaboration and teamwork, with regular team-building activities and social events
• Supporting our employees' professional development and growth, with regular training and development programs

Compensation, Perks, and Benefits

As a Bilingual Customer Support Specialist at blithequark, you'll enjoy a competitive salary and benefits package, including:

• A competitive salary, commensurate with your experience and qualifications
• Comprehensive health insurance, including medical, dental, and vision coverage
• A generous paid time off policy, including vacation days, sick leave, and holidays
• Access to a range of employee benefits, including 401(k) matching, flexible spending accounts, and employee discounts
• Opportunities for professional development and growth, with regular training and development programs

How to Apply

If you're a motivated and customer-centric professional with a passion for delivering exceptional support experiences, we invite you to apply for the Bilingual Customer Support Specialist role at blithequark. Please submit your resume, cover letter, and any relevant certifications or documentation to our application portal. We can't wait to hear from you! Apply for this job