Customer Support Specialist (Spanish)

This is a remote position.

Customer Support Specialist — Spanish Division (Launch Team)
Summary We’re a company focused on selling books related to natural health and wellness. We’re launching our Spanish division, and Spanish-speaking customers must be fully supported inside our existing systems (orders, email, returns) as we expand. You will be the Spanish-speaking frontline for post-purchase support: clear communication, fast resolution, and great customer experience.
What You’ll Do
- Respond to customer questions primarily in Spanish (email/support platform).

- Help with order status , shipping timelines, address changes, and delivery issues.

- Handle returns and refunds following internal policies.

- Provide basic product guidance about what the book is and how to use it. You will not provide medical advice.

- Escalate complex cases (chargebacks, damaged packages, suspected fraud, high-risk complaints) to the right owner.

- Create and maintain Spanish macros (templates) and contribute to a lightweight FAQ.

- Capture recurring customer questions and language, and feed it back to the Spanish team (so we improve landing pages and clarity).

Must-Have Requirements
- Native or near-native Spanish writing and speaking.

- Strong written English (enough to understand internal notes/policies and coordinate with a global team).

- 1+ years in customer support for e-commerce/DTC (email support preferred).

- Calm, empathetic communication style.

- Detail-oriented and comfortable following processes.

Nice-to-Have
- Experience with Shopify, Gorgias, Zendesk, or similar tools.

- Experience handling chargebacks and higher-friction cases.

- Familiarity with home remedies / herbal remedies context (from a customer communication perspective).

How to Apply Please submit:
- A short overview of your relevant support experience.

- Your country/time zone and availability.

- 2 short writing samples in Spanish: (a) empathetic response, (b) policy response.

- Rate expectations (monthly or hourly).

Originally posted on Himalayas