L1 Customer Support Consultant (Spanish & English, Remote)

About the role

SupportYourApp, a global Intelligent Support-as-a-Service provider working with companies such as MasterCard, Calm and MacPaw, is looking for a fluent English and Spanish L1 Customer Support Consultant to work remotely. You will provide customer support by email for a Spanish tire retail company, in a multicultural and multilingual environment.

Key responsibilities

• Deliver customer support by email using Freshdesk.
• Handle requests such as order cancellations, address or quantity changes, proof of payment, delayed deliveries, invoice and reimbursement requests, and order tracking.
• Process around 80 tickets per day while keeping high quality standards.
• Follow internal procedures and SOPs.
• Work with internal teams and Team Leads to resolve issues efficiently.
• Handle sensitive customer data securely and apply best customer service practices.
• Meet client KPIs and maintain a deep understanding of their solutions.

Required profile

• Excellent written and spoken Spanish and English (C1 or higher).
• At least 12 months of customer support experience.
• Strong attention to detail and research skills.
• Positive, proactive and responsible attitude.

Required skills

• Hands-on experience with Freshdesk.
• Personal computer with at least 8 GB of RAM and a stable internet connection (minimum 50 Mbps download, 40 Mbps upload).

What we offer

• Schedule Monday to Friday, 11:00–19:00 (Kyiv time, UTC+2).
• Full remote work option.
• Compensation in USD and rewards for referring friends.
• A balance between project workload and personal time, with an internal health policy.
• Leadership focused on your development and long-term cooperation.
• No time-tracking requirements.