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Support Operations Specialist – Spanish
| Company | Bumble |
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| Location | Austin, TX, USA |
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| Salary | $55000 – $60000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Junior, Mid Level |
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Requirements
- Minimum 2+ years experience in a customer service team or an equivalent environment in an escalations role or as a senior agent.
- Familiarity with ticketing and case management systems (e.g., Zendesk, JIRA).
- Excellent communication skills, both written and verbal in Spanish.
- Experience in a fast-paced, startup environment.
Responsibilities
- Handle Tier 2 (T2) escalations, ensuring timely and accurate resolutions while escalating complex cases to the appropriate teams when necessary.
- Investigate and report bugs, following up on resolution progress and keeping members informed with relevant updates.
- Assist in knowledge-sharing efforts, contributing insights on technical issues, emerging trends, and common member concerns.
- Work closely with senior team members and the manager to identify process improvements that enhance efficiency and the overall support experience.
- Collaborate with cross-functional teams, such as Product and Engineering, to relay user feedback and technical issues.
- Provide feedback on incorrect escalations from the BPO team to help improve quality and adherence to best practices.
- Support ad-hoc projects and initiatives as assigned by the manager, contributing expertise as needed.
Preferred Qualifications
- You are flexible, self-motivated, dedicated, and hard-working.
- You are able to understand and summarise complex cases quickly.
- You have outstanding analytical skills and excellent judgement.
- You have the ability to use critical thinking and logic to isolate and resolve issues.
- You are collaborative, enthusiastic and fun to work with.
- You are deeply passionate about Bumble’s brand vision and values.
