Bilingual Customer Experience Specialist - Pacific or Mountain Time Zone

Certus • Denver, CO

5d • Remote

About The Position

As a Bilingual Customer Experience Specialist, you’ll help people navigate our products, solve problems, and walk away feeling genuinely taken care of. Fluent in both English and Spanish, you’ll connect with a wide range of customers across phone, chat, and email every single day. This role involves multichannel support including phone, chat, email, and tier-1 technical help. The ideal candidate will be fully bilingual (English & Spanish) with a preference for native English speakers, serving customers in both languages. There is room to grow within the company, build skills, and advance your career.

Requirements

• Fluent in English and Spanish (required)
• Active listener with a positive, high-energy approach to helping people.
• Creative problem solver — comfortable thinking on your feet and learning quickly.
• Self-starter who takes initiative and follows tasks through to completion.
• Strong written and verbal communication skills, with solid typing ability.
• Comfortable multitasking across multiple software platforms simultaneously.
• Detail-oriented and organized.
• Familiarity with common browsers (Chrome, Safari, Edge) and basic internet concepts.

Nice To Haves

• Preference for Native English speakers.
• Microsoft Office Suite experience (preferred).
• Growth and change mindset — and a desire to have fun while doing great work.

Responsibilities

• Resolve customer questions and issues via phone, chat, and email — in English and Spanish — with accuracy and care.
• Educate customers on self-service options so they’re empowered to find answers on their own next time.
• Follow up promptly when a resolution needs more investigation, keeping customers informed every step of the way.
• Troubleshoot common browser and internet issues; escalate complex cases when needed.
• Track patterns and surface emerging trends to the team so we keep getting better.
• Maintain a professional, positive demeanor in every customer interaction.

Benefits

• Equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed