Customer Experience Agent — LATAM / Americas (Contract)

Speak's Global Customer Experience (CX) team delivers world-class support and experience for learners all around the world. We partner with effective tools and AI to ensure that no matter where our learners are based, they can receive the support they need and experience the full Speak method. We're looking for a passionate, detail-oriented CX Agent to support our Spanish and English-speaking users in the Americas. You'll be the voice of Speak for LATAM and US users — resolving issues quickly, maintaining high quality standards, and sharing the user's perspective with our team. This role plays a key part in keeping our Americas users engaged, satisfied, and loyal.

Responsibilities

Handle inbound support requests in English and other ROW languages via in-app chat, email, and other channels; Diagnose and resolve issues related to subscriptions, account access, billing, and app features; Escalate technical bugs and complex cases to the related PoCs with clear reproduction steps; Maintain consistent quality scores across all user interactions (CSAT, QPI); Identify patterns in user feedback and share insights with the CX lead and product team; Contribute to the internal Knowledge Base in Spanish and English; Participate in async syncs, QA reviews, and VoC reporting

Requirements

1+ years of customer support or customer-facing experience; Native-level English communication skills (reading, writing, speaking); Professional-level Spanish for user communication; Familiarity with US user communication norms; Strong empathy and a user-first mindset; Self-starter with the ability to independently manage multiple cases and proactively flag issues; Available to work Eastern Time hours (9am–6pm ET, Mon–Fri)

Nice to have

Experience with support tools such as Intercom or Zendesk; Experience supporting a mobile app or SaaS product; Familiarity with subscription billing or in-app purchase flows; Comfortable using AI tools in day-to-day work