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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Experience and Customer Support within SaaS or Tech environments, with strong bilingual communication skills in Spanish and English. Proficient in CRM and ticketing platforms, particularly Intercom, while exhibiting a proactive and service-oriented approach to problem-solving.
Highest-signal resume keywords
Bilingual Communication SkillsCustomer Experience ExpertiseProficiency With CRM PlatformsProactive Problem-SolvingSaaS Industry Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SupportRoot-Cause AnalysisCRM ProficiencyTicketing SystemsIntercom Experience
Soft Skills
Proactive AttitudeService-OrientedTeam-OrientedCreative ThinkingCuriosity
Industry Keywords
SaaSTechCustomer ExperienceCustomer SatisfactionMarket Development
About the role
Key responsibilities & impact- Respond to customer requests via email, chat, and video call
- Manage customer requests and resolve them as soon as possible or pass reports to the technical team
- Follow up on incidents and ensure customer satisfaction
- Upgrade plans, handle post-sales activities, and activate modules after gaining advanced product knowledge
- Support the team in other markets as needed
- Translate online support for new launches on demand
- Support customer events in the market
- Support market development and system adaptation
Requirements
What you’ll need- Native or bilingual in Spanish and English
- Proven experience in Customer Experience or Customer Support roles, ideally within SaaS or Tech
- Proactive root-cause analysis skills to resolve escalated customer issues
- Proficiency with CRM, ticketing, and CX platforms, ideally with hands-on Intercom experience
- Proactive, positive, and service-oriented attitude
- Technology-oriented
- Knowledge of additional languages such as Portuguese, Italian, or French is useful
- Creative and able to generate ideas
- Team-oriented
- Curious and eager to investigate problems and find solutions
- Eager to train in a constantly growing sector
Benefits
Comp & perks- Stable full-time contract
- Salary bonus
- Hybrid work: 3 days at home and 2 days at the office each week
- Flexible working hours
- Afternoon off for children's birthdays
- Support during children's first days at school
- Free Spanish and English lessons
- Training on tools and skills relevant to the role and team
- Carsharing: monthly extra from the company for giving colleagues a lift, or free travel to work with colleagues
- 22 days of PTO plus 24th and 31st of December
- Reduced-price health insurance
- Healthy meals at the office
- MyRealFood App
- Gym and outdoor sports
- Fresh fruit, coffee, tea, and several types of milk at the office
- Ping-pong table
- Fun Christmas dinners
- Professional growth opportunities