Customer Support Agent (Bilingual English/Spanish) – Remote Freelance

About the role

We are seeking a bilingual Customer Support Agent fluent in English and Spanish to join our remote team. The role supports AI‑driven financial services, helping clients manage retirement plans and related account activities.

Key responsibilities

• Provide prompt, accurate support via phone, email, and live chat for English‑ and Spanish‑speaking customers.
• Assist with account activation, integration troubleshooting, and product‑related inquiries.
• Offer guidance on retirement plan offerings such as 401(k), IRA, and profit‑sharing plans.
• Troubleshoot technical issues and escalate complex cases as needed.
• Use Zendesk, Aircall, and internal CRM systems to track and resolve interactions.
• Collaborate with internal teams to improve service quality and resolve issues efficiently.

Required profile

• High school diploma or equivalent; a degree in Business, Finance, or IT is a plus.
• Bilingual fluency in Spanish and English with strong written and verbal communication skills.
• Previous customer service experience, preferably in technical support or financial services.
• Familiarity with retirement plans or financial account management is advantageous.
• Excellent multitasking, problem‑solving, and organizational abilities in a fast‑paced environment.
• High attention to detail and ability to work independently and as part of a remote team.
• Must pass a background check and be able to work US East Coast (New York) hours.

Required skills

• Zendesk
• Aircall

What we offer

• Hourly rate of $5
• Remote work from Costa Rica, Belize or Mexico
• 45‑50 hours per week, US East Coast schedule