L1 Customer Support Consultant (Spanish, Fluent English & Spanish, Remote)

About the role

SupportYourApp, a global Intelligent Support-as-a-Service provider, is hiring a Customer Support Consultant to deliver customer support by email (via Freshdesk) for a Spanish tire retail company. The position is fully remote, with a Monday to Friday schedule of 11:00-19:00 Kyiv time (UTC+2), and pays in USD.

Key responsibilities

• Handle requests such as order cancellations, address or quantity changes, proof of payment, delayed deliveries, invoice and reimbursement requests, and order tracking.
• Process around 80 tickets per day while maintaining high quality standards.
• Follow internal procedures and SOPs, and collaborate with internal teams and Team Leads to resolve issues efficiently.
• Handle sensitive customer data securely and apply customer happiness practices.
• Maintain a deep understanding of client solutions and meet KPIs.

Required profile

• Excellent Spanish and English (C1 or higher), written and spoken.
• At least 12 months of experience in customer support.
• Strong attention to detail and research skills.
• Positive, proactive and responsible attitude.
• Own computer with at least 8 GB of RAM and a stable internet connection (minimum 50 Mbps download, 40 Mbps upload).

Required skills

• Hands-on experience with Freshdesk.

What we offer

• Full remote work with a Monday to Friday schedule.
• Inclusive international environment and compensation in USD.
• Rewards for referring friends.
• Work-life balance, an internal health policy and responsive leadership interested in your development.
• No time-tracking requirements.