Customer Service Specialist (Remote, Americas; English & Spanish required)
WFA Digital Insight
The demand for bilingual customer service specialists in the digital space has grown exponentially, with a 25% increase in remote job postings over the past year. As companies expand globally, the need for professionals who can communicate effectively in multiple languages has become a key differentiator. With its HQ in Hong Kong, Storeganise is a company that understands this need and is looking for a skilled Customer Service Specialist who can provide top-notch support to its clients in the Americas. Candidates should be aware that this role requires a unique blend of technical, language, and problem-solving skills.
Job Description
About the Role
The Customer Service Specialist role at Storeganise is a remote, full-time position that requires a unique blend of technical, language, and problem-solving skills. As the face of the company, you will be responsible for providing exceptional customer support, leading product demos, and managing onboarding calls with new clients. You will work closely with the sales and product teams to ensure a seamless customer experience.The role entails working with a global team, using tools like Slack and Notion to collaborate asynchronously. You will be expected to work during US hours and be available to attend meetings and lead product demos with potential customers. The company culture values proactive, continuous improvement, and you will be expected to identify areas for improvement and implement changes to the customer support process.
The team you will be working with is passionate about delivering exceptional customer experiences, and you will be expected to maintain a positive, empathetic, and professional attitude toward customers at all times.
What You Will Do
- Lead product demos via webcam for potential customers
- Manage onboarding calls with new clients, including data conversions
- Handle customer support tickets and inquiries with professionalism and empathy
- Manage enquiries over the phone or via email
- Become an expert in the Storeganise platform and products to answer customer questions accurately and promptly
- Maintain a positive, empathetic, and professional attitude toward customers at all times
- Attend and lead product demos with potential customers
- Manage onboarding and training for new and existing customers
- Assist customers in data conversions, preparing data and running imports as part of new onboardings
- Troubleshoot and solve customer problems creatively and efficiently, often requiring custom solutions
What We Are Looking For
- At least 3+ years of experience in Customer Support, Customer Success, Account Management, Sales, or a similar role, preferably within B2B SaaS
- Fluency in English (written and spoken) and Spanish (written and spoken)
- Strong ability to learn complex processes and break them down into clear guides
- Ability to work with data and spreadsheets (e.g., Excel)
- Ability to work during US hours
- Exceptional verbal and written communication skills
- Experience working remotely and using tools like Slack and Notion to collaborate asynchronously
- Strong understanding of software and its applications to business operations
Nice to Have
- Fluency in Portuguese or other languages
- Experience using AI tools to improve workflows and draft documentation
- Certification in customer support or a related field
About the Company
Storeganise is a company that values innovation, customer satisfaction, and teamwork. With its HQ in Hong Kong, the company has a global presence and is committed to delivering exceptional customer experiences. The company culture is fast-paced, dynamic, and supportive, with a focus on continuous improvement and growth.The company is passionate about using technology to improve business operations and is committed to staying at the forefront of the latest trends and developments. As a remote-first company, Storeganise values flexibility, autonomy, and collaboration, and is looking for team members who share these values.
Benefits and Perks
- Competitive salary
- Opportunity to work with a global team
- Flexible working hours and remote work arrangement
- Access to the latest tools and technologies
- Ongoing training and professional development opportunities
- Health and wellness programs
- Retirement savings plan
- Paid time off and holidays
How to Stand Out
- Make sure to highlight your language skills, particularly English and Spanish, in your application and during the interview process.
- Be prepared to provide examples of your experience working with data and spreadsheets, such as Excel.
- Showcasing your ability to work independently and collaboratively in a remote setting will be beneficial.
- Familiarize yourself with the company's products and services before applying, and be prepared to ask informed questions during the interview.
- Be prepared to discuss your experience with customer support software and tools, and how you have used them to improve customer experiences.
- If you have experience with AI tools, be sure to highlight this in your application and during the interview process.
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