Offer summary

Qualifications:

2+ years of experience in a Customer Support role, preferably in a SaaS or IT company., Fluency in English and Spanish is a must, with excellent communication and listening skills., Strong ability to explain complex ideas clearly and a high level of empathy towards customers., Proactive attitude with exceptional organization and time management skills..

Key responsabilities:

Deliver high-quality support and act as a safety net for customers using our SaaS product.

Respond to technical inquiries and resolve customer issues in a timely manner.

Collaborate with cross-functional teams to address common customer concerns and suggest solutions.

Empower customers to self-serve and navigate on-demand success resources.

Job description

*Resume MUST be in English

Location: LATAM

Team: Customer Department

Role: Customer Support Associate (Spanish Speaker)

Mode: Full-time role

About Respond.io

Respond.io is a fast-growing, award-winning Business Messaging platform revolutionizing how companies communicate with customers across WhatsApp, email, and more. Founded in 2017 and trusted in 127+ countries, we lead key markets in LATAM, EMEA, and APAC. Our diverse team powers innovation that’s recognized by G2 and the SME100 Awards. If you're excited about shaping the future and working with a dynamic, global team—this is the place to be.

Our Culture

At respond.io, we move fast, work smart, and always keep our customers at the heart of what we do. Here’s what we stand for:

Solve Customer Problems: Every effort must solve real customer pain points. No guesswork—just real feedback and clear value!
The 80/20 Rule: We focus on 20% of actions that create 80% of the value. Simple is powerful—it gets us moving fast.
100% Alignment, 80% Accuracy: We aim 100% team alignment and 80% accuracy. Perfect plans can wait—clear goals come first.
Be Direct: We give honest feedback, and tackle problems head-on. Clarity moves us forward!
Own It and Support Each Other: We step up, help out, and drive outcomes—together.
Build Human Connections: Work is better when we trust, care, and celebrate wins together. We’re a team!

Role Description

At Respond.io, Customer Support Associates (Spanish Speaker) -are pivotal to our company’s success. You will be the go-to resource for our valued customers to obtain clarification when needed, provide possible workaround and support any technical matters. In this role, your main priority is to drive excellent support and maintain customer satisfaction.

Responsibilities

Deliver high quality support and operate as a safety net to customers of our SaaS product
Communicate and respond to varied technical solutions to customers in a team environment, using our shared inbox tool to assist customer's inquiries
Resolve customer inquiries in a timely manner using full understanding of the product functions, features and customer environment
Monitor common customer questions/concerns and partner with cross-functional teams to suggest solutions
Empower customers to self-serve and help users navigate our on-demand success resources
Working collaboratively across a few teams - Customer, Marketing, Product and Tech to solve complex problems

Qualifications

2+ years of experience in a Customer Support role, preferably in a SaaS or IT company
Excellent communication skills in English as well as listening skills and the proven ability to understand customer inquiries
Ability to speak English and Spanish fluently is a Must
Ability to clearly explain complex ideas verbally and in writing
Ability to dig deeper to uncover customer’s true objectives
High level of empathy – it’s important for our Customer Support Associate to be a good person to peers and customers
Proactive individuals who take initiative and actively seek out opportunities to contribute and make a positive impact
Exceptional ability to follow established processes and procedures with precision, ensuring adherence to guidelines
Excellent organization and time management skills
Teamwork mentality and willingness to assist wherever needed
Requires minimal supervision
Experience with video calls, voice calls, and live chat support

Here's what's in for you

You will become part of an amazing culture with smart, collaborative teammates who actually care about each other's growth and success.
You will grow more here than you would anywhere else, that is a promise.
Virtual events like talent shows, Among Us nights, and online game sessions to keep the fun going, no matter where you are!
We offer a highly competitive compensation package.
You'll receive a medical allowance to support your health and wellness needs.
Flexible working environment and working hours that fit your lifestyle, wherever you're based.

Required profile