Support Specialist CX (Native Spanish Speaker)

• As a Support Specialist, you will be the frontline of the customer experience: solving issues fast, keeping communication clear, and ensuring restaurants can operate without friction
• You’ll work closely with Product, Engineering, and Customer Success teams to troubleshoot, escalate, and improve how we support customers at scale
• Customer Support & Troubleshooting: Handle inbound support requests (chat/email) and diagnose issues across product, integrations and user workflows
• Fast, Clear Communication: Provide structured, friendly responses, set expectations, and keep customers informed until resolution
• Bug Reporting & Escalation: Identify product bugs vs. user error, write high-quality tickets with steps to reproduce, and escalate to the right team
• Prioritization & Ownership: Manage multiple cases in parallel, prioritizing by impact (service down, payments, core operations) and urgency
• Knowledge Base & Enablement: Maintain internal playbooks and help improve FAQs/macros so we reduce repeat questions over time
• Quality & Continuous Improvement: Track patterns in issues and propose improvements to workflows, tooling, and product UX
• Fast-paced, customer-obsessed, high-ownership culture

Benefits

• Flexible working hours- 1–3 years of experience in customer support, helpdesk, or customer-facing operations (SaaS preferred)
• Strong troubleshooting mindset: you can break problems down and test hypotheses methodically
• Excellent written communication in Spanish; English is a strong plus
• Comfort working with tools like CRMs/ticketing systems and modern SaaS stacks (Intercom/Zendesk/Crisp, etc.)
• High ownership, calm under pressure, and customer-obsessed attitude
• Previous experience working at a fast-paced startup
• Experience supporting customers in the HORECA sector
• Previous experience working in a SaaS product
• Experience working with integrations (POS, payments, third-party tools) and basic technical debugging- Initial fit call (15–30 min)
• Interview with the Hiring Manager (45’ - 1 hour)
• Culture Fit interview with Founders (1 hour)
• The full process takes 2–3 weeks, and you’ll receive feedback within 3–5 days after each step. We believe in clear, transparent and respectful communication
• Our goal is to have this position filled during Q1 2026