Support manager Spanish desk

BigD is a leading operator focused on the LATAM market (one of the top brands). But that’s not all — we also run a thriving Affiliate Program, a convenient Payment Solution, and an AI-based User Acquisition platform. We’re a big family of over 500 creative minds.

For which tasks (responsibilities)?

• Handle incoming and outgoing customer communications in accordance with company standards (KPIs, SLAs, quality levels, etc.)

• Communicate with colleagues both within and outside the customer support team (other departments, partners, etc.)

• Prepare reports and analyses related to your responsibilities and current activities

• Mentor new team members during their onboarding and training period

• Keep the knowledge base and regulations up to date based on current processes

• Participate in the improvement of processes and service quality within the team

What kind of professional are we looking for?

• Sociability and friendly communication

• Stress resilience and empathy

• Language skills (spoken and written): Spanish: C1–C2, English: B1–B2

• Multitasking skills

• Basic experience with CRM systems, customer databases or ticketing tools

• Time zone of residence: LATAM (GMT-4, GMT-5)

• Availability to regularly work any shift within a 24/7 schedule

• Ability to search for information and solve problems quickly

• Willingness to communicate with customers via voice (a phone channel may be added in the future)

• Communication channels: chat, messaging, email, IP telephony (in the future)

• Clear, understandable, and correct oral and written communication

• Fast typing skills

What is important for us in a person?

• Ability to work in a team, affability

• Ability to express thoughts clearly, give and receive constructive feedback

• Aspiration for learning and self-development

• Sensitivity, discipline, responsibility

Why do we enjoy working here?

• Direct communication with the core TEAM.

• Flexible working hours.

• Regular salary reviews.

• Favorable salary payment terms.

• A non-toxic, bureaucracy-free work environment.

• Stable salary payments.

What are the conditions and bonuses?

• 28 calendar days of vacation.

• Paid sick leave.

• Sports compensation.

• Training and course compensation.

• Birthday day off.