Bilingual Customer Care Specialist (English & Spanish) - Remote job in Costa Rica only

UA IS AN EQUAL OPPORTUNITY EMPLOYER

11d•Remote

About The Position

UA Brands is hiring a bilingual customer care professional to support customers across the United States in English and Spanish by phone, email, and live chat. The role focuses on providing personalized, empathetic, accurate, and timely support while representing brands serving healthcare and culinary professionals. Specialists take ownership of customer inquiries, independently research and resolve issues, follow through on solutions, and balance customer satisfaction with company policies and business objectives. The position operates in a performance-driven environment with established quality, productivity, accuracy, and service expectations. Specialists manage multiple systems and customer interactions, maintain complete records, and protect sensitive customer and payment information. They collaborate with teammates, supervisors, and internal departments, accept coaching, adapt to changing processes and priorities, and support projects as business needs require. This is a fully remote, work-from-home position based in Costa Rica. Candidates must have a quiet, private workspace, reliable electrical service, and an internet connection with at least 100 Mbps upload and download speed. Company-provided computer equipment will be supplied. The role requires availability for U.S. business hours, including weekends and holidays, and occasional overtime based on business needs.

Requirements

Bilingual English and Spanish proficiency is required, including the ability to read, speak, and write in English.
Advanced English proficiency (C1 or C2) with excellent verbal and written communication skills.
Advanced or native-level Spanish proficiency (C2 or equivalent).
At least 2 years of customer service experience in a contact center environment; experience supporting U.S.-based customers is preferred.
Experience handling customer interactions by phone, email, and/or live chat, and ability to support all three channels.
Minimum typing speed of 40 words per minute with strong accuracy.
Prior experience working in a remote environment.
Strong computer proficiency and ability to navigate multiple applications simultaneously.
Strong organizational, time-management, multitasking, and problem-solving skills.
Ability to work independently with minimal supervision and demonstrate ownership and accountability.
Ability to remain calm, empathetic, and professional in challenging conversations.
Strong attention to detail when processing orders, handling customer information, and documenting interactions.
Quiet, private, distraction-free home workspace with no conflicting responsibilities during scheduled shifts.
Reliable internet connection with a minimum of 100 Mbps upload and download speed, and reliable electrical service.
Ability to maintain confidentiality and protect customer information while working remotely.
Flexibility to support U.S. business hours, including weekends and holidays, and willingness to work occasional overtime based on business needs.

Nice To Haves

Experience supporting U.S. retail, e-commerce, or consumer-facing businesses.
Experience supporting U.S.-based customers.

Responsibilities

Provide professional, personalized, and empathetic customer support in English and Spanish through inbound phone calls, email, and live chat.
Listen to customers, identify their needs, and provide accurate, effective, and timely solutions.
Take end-to-end ownership of inquiries and ensure appropriate resolution and follow-up.
Research and resolve concerns involving order placement, order modifications, shipping, billing, refunds, returns, and product information.
Use sound judgment to balance customer satisfaction with company policies and business objectives.
Identify opportunities to prevent repeat contacts and improve the customer experience.
Meet established quality, productivity, accuracy, and customer service expectations.
Manage multiple systems and customer interactions while maintaining attention to detail.
Maintain accurate and complete documentation of customer interactions.
Handle sensitive customer and payment information in accordance with security and confidentiality standards.
Demonstrate reliability, accountability, and adherence to assigned schedules.
Collaborate with team members, supervisors, and internal departments to resolve customer concerns.
Participate in feedback, coaching, and continuous professional development.
Adapt to new processes, technologies, and business priorities.
Support special projects and cross-functional initiatives as business needs require.

Benefits

Competitive salary.
Quality assurance incentive programs recognizing service excellence.
Perfect attendance incentives.
Employee recognition programs.
Career advancement and internal promotion opportunities.
Ongoing coaching, training, and professional development.
Opportunities to develop skills across customer care, quality assurance, training, and leadership functions.
Exposure to international retail and e-commerce operations.
100% work-from-home opportunity with no daily commute or associated transportation expenses.
Company-provided computer equipment.
Established work schedules aligned with business requirements.
Statutory benefits in accordance with Costa Rican labor law.
Employee discounts on company merchandise.
Employee referral bonus opportunities.
Overtime opportunities based on operational needs.
Team engagement activities, recognition events, and employee celebrations.
Collaborative and supportive international team environment.
Private medical insurance.
Employee Assistance Program.