Bilingual Customer Experience Advocate (Hybrid)

About the role

We are looking for a Bilingual Customer Experience Advocate to join our amazing team in Mexico City. In addition to providing on the phone support to our team of Tier-1 members during high-volume times of the day, you will also be responsible for supporting several cross-functional teams within Pangea to continuously improve our platform. This role will be reporting into the Customer Experience Manager. At Pangea, we work hard, move fast, and laugh a lot. If you’re dedicated to world-class customer support, we want to talk to you! 

As a Customer Experience Advocate, you’ll get to: 

• Ensure customer transfers continue to process with minimal delays by processing back office work including: ID Verifications, Refunds, Tests, and Manual Deposits at local and international bank branches
• Contact customers flagged by our fraud team to determine potential risk and exercise independent judgment to determine their legitimacy 
• Answer questions  and handle escalated tickets from the Tier-1 support team so inbound customers are certain to get the correct answer in a timely manner
• Handle escalated calls from the Tier-1 team
• Address and reply to customers comments, questions and interactions via social media with an outstanding customer service approach in a timely manner.
• Escalate production issues to Engineering team and leadership while acting as the point of contact for troubleshooting 
• Answer inbound customers through phone and chat during key business periods as requested by leadership 
• Conduct outbound calls to customers about escalated request and provide first contact resolution
• Attend 1:1 coaching and training sessions with the Customer Experience Manager

The ideal candidate will have: 

• Bachelor’s degree or equivalent work experience
• 2+ years of experience in Customer Service roles, ideally in a consumer facing technology company 
• Experience with different channels of customer service including phone, e-mail, social and/or chat.
• Excellent verbal and written communication skills in both English and Spanish, including top-notch grammar and spelling.
• Excellent problem-solving skills and ability to make informed decisions
• Advanced / native proficiency in both English and Spanish languages
• Ability to multitask, prioritize and manage time effectively 

Shift Details:

• In this role, you will work 40 hours over a 7 day week 
• You will be scheduled to work 5 days throughout the week with 2 consecutive days off 
• Your shift will be 9 hours scheduled anywhere between 8:00 am - 10:00 pm with a 1 hour lunch break