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Customer Support Specialist (Spanish)

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This is a remote position.

Customer Support Specialist — Spanish Division (Launch Team)
Summary
We’re a company focused on selling books related to natural health and wellness. We’re launching our Spanish division, and Spanish-speaking customers must be fully supported inside our existing systems (orders, email, returns) as we expand.
You will be the Spanish-speaking frontline for post-purchase support: clear communication, fast resolution, and great customer experience.
What You’ll Do
  • Respond to customer questions primarily in Spanish (email/support platform).
  • Help with order status, shipping timelines, address changes, and delivery issues.
  • Handle returns and refunds following internal policies.
  • Provide basic product guidance about what the book is and how to use it. You will not provide medical advice.
  • Escalate complex cases (chargebacks, damaged packages, suspected fraud, high-risk complaints) to the right owner.
  • Create and maintain Spanish macros (templates) and contribute to a lightweight FAQ.
  • Capture recurring customer questions and language, and feed it back to the Spanish team (so we improve landing pages and clarity).
Must-Have Requirements
  • Native or near-native Spanish writing and speaking.
  • Strong written English (enough to understand internal notes/policies and coordinate with a global team).
  • 1+ years in customer support for e-commerce/DTC (email support preferred).
  • Calm, empathetic communication style.
  • Detail-oriented and comfortable following processes.
Nice-to-Have
  • Experience with Shopify, Gorgias, Zendesk, or similar tools.
  • Experience handling chargebacks and higher-friction cases.
  • Familiarity with home remedies / herbal remedies context (from a customer communication perspective).
How to Apply
Please submit:
  1. A short overview of your relevant support experience.
  2. Your country/time zone and availability.
  3. 2 short writing samples in Spanish: (a) empathetic response, (b) policy response.
  4. Rate expectations (monthly or hourly).

Originally posted on Himalayas