Customer Support Specialist (Bilingual – English/Spanish)

We're looking for a customer-focused, detail-oriented Customer Support Specialist to join our growing team. You'll be the first point of contact for our customers, helping them navigate our platform, troubleshoot issues, and deliver an exceptional support experience. The ideal candidate is empathetic, an excellent written communicator, comfortable learning new technology, and enjoys solving problems. Experience supporting SaaS products is highly preferred. MUST - Fluency in both English and Spanish (written and spoken) is required Responsibilities: - Respond to customer inquiries via email, chat, and occasional phone calls - Investigate and troubleshoot customer issues while providing timely resolutions - Escalate technical bugs or complex issues to the appropriate internal teams - Document customer interactions accurately in Zendesk (or similar ticketing platform) - Meet or exceed response time and customer satisfaction goals - Identify trends in customer feedback and share insights with Product and Engineering teams - Create and update internal documentation and help center articles - Assist with customer onboarding questions and product education - Maintain professionalism, empathy, and ownership throughout every customer interaction