Customer Support Specialist with Spanish and English

We’re looking for a customer-oriented Reactive Support Manager - Spanish to support our clients with excellent customer service while managing high-severity issues. You’ll be proactive in communicating with our customers and ensuring a positive support experience at all levels of the support structure. In this role, you’ll act as liaison between end-user customers and our client’s representatives to ensure quality resolutions are achieved.

This role will:

• Communicate with end-users via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
• Provide customers with frequent, timely updates on case progress and resolution, ensuring a positive customer experience.
• Gauge the severity of incidents by identifying the impact of software or hardware failure on the customer’s business and use appropriate conflict resolution techniques as needed.
• Collaborate with cross-functional teams to ensure timely and accurate issue resolution.
• Serve as point of escalation for the customer while managing the incident lifecycle to ensure the case progresses as planned and that all stakeholders are updated regularly.
• Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
• Mentor more junior specialists as needed or requested by management.
• Monitor at-risk cases, triage support cases, and drive the resource allocation and case assignment processes.
• Serve as point of contact for all reactive topics across the ecosystem during business hours.
• Identify patterns and reactive trends using automated tools and advise the CSAM on solutions and operational health.

RSM is a good fit for you if:

• You thrive in a fast-paced environment and adapt quickly as situations change.
• You’re an excellent communicator who is good at building and maintaining relationships.
• You’re an empathetic advocate for our customers.
• You’re self-motivated and accountable for meeting your obligations.
• You’re customer-obsessed, take the initiative, and exceed expectations.
• You’re proficient in both written and spoken English and Spanish.

In this role:

• 2 – 3 years of experience in customer service, customer support, or technical support required.
• Proficiency in both written and spoken English and Spanish.
• Some higher-level education preferred.
• Certifications relevant to the product are helpful.