Job Description

ShyftOff is the smarter way to scale customer experience. Our on-demand contact center platform combines exceptional agents with precision staffing technology to deliver flawless service, even during peak demand. We help brands and BPOs eliminate SLA risks, reduce costs by up to 35%, and retain customers with consistently high-quality support. With 30-minute staffing flexibility and seamless AI integration, ShyftOff ensures you always have the right agents, at the right time — without wasting budget.

Position Summary:
We are seeking a motivated and empathetic Bilingual Call Center Customer Service Representative (Spanish/English) to join our growing support team. In this role, you will be the front line of communication for our clients' customers—resolving issues, answering questions, and delivering exceptional service in both English and Spanish. This role requires someone who thrives in a fast-paced, virtual environment, is confident handling high-volume calls, and is comfortable using a range of support tools and technology.

The ideal candidate is customer-obsessed, highly communicative, and adaptable to shifting priorities. This is a remote position and may include evening or weekend shifts depending on client needs.

Duties and Responsibilities:

Customer Interaction:

• Respond to inbound customer calls in both English and Spanish

• Deliver clear, empathetic communication to resolve issues efficiently

• Handle billing questions, product inquiries, troubleshooting, and general support

• Follow up with customers when needed and escalate unresolved issues appropriately

Call Center Performance:

• Meet or exceed KPIs including call quality, resolution time, and schedule adherence

• Document all customer interactions accurately in the CRM or ticketing system

• Maintain professionalism and courtesy during high-stress or escalated interactions

Operational Support:

• Stay informed on client updates, product changes, and new procedures

• Participate in team meetings and contribute to feedback on processes or customer pain points

• Collaborate with team leads and QA specialists to ensure call quality and service consistency

Technology & Tools:

• Use various support tools such as CRMs, dialers, knowledge bases, and chat platforms

• Report technical issues and help test updates to support systems as needed

Customer-Centric Mindset:

• Act as a brand ambassador for the client, creating a positive, consistent experience

• Demonstrate ownership of customer outcomes from start to finish

• Take initiative to flag repeat issues or gaps in the customer journey

Experience and Qualifications:

Essential:

• Bilingual in Spanish and English (fluent in speaking, reading, and writing both languages)

• 1+ years of experience in a call center or customer service role

• Strong communication skills with the ability to simplify complex information

• Experience working in a fast-paced, remote support environment

• Comfort using call center and CRM tools (e.g., Zendesk, Salesforce, Dialpad, Five9)

• High emotional intelligence and customer-first mindset

• Punctual and dependable with excellent time management skills

Desirable:

• Experience supporting customers in a tech, e-commerce, or startup environment

• Knowledge of call center QA metrics and experience receiving quality feedback

• Familiarity with digital collaboration tools (Slack, Zoom, Google Workspace)

• Experience working with 1099/freelance teams or in flexible staffing models

Benefits:

• Competitive hourly rate or project-based compensation

• Flexible scheduling and remote work

• Growth opportunities with a fast-moving startup

• Supportive and inclusive team culture

Equal Opportunity Employer:
ShyftOff celebrates diversity and is committed to creating an inclusive environment for all team members. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Job Tags

Similar Jobs