Senior Customer Support Specialist - (Remote)

We are looking for a senior customer support profile to set up and grow the support system behind our app. This is a versatile, client-facing position: alongside support, you will coordinate localization, audio and video service projects with clients and vendors worldwide, and take part in editing content whenever a project calls for it. If you enjoy building processes from the inside and feel at home in a multicultural environment, this role is for you.
A concrete challenge to start with: in your first months you will help us set up our in-app customer support system. The groundwork is already done — we have completed our tooling review and have a front-runner, but nothing is locked in. We will make the final call together, and from there you will take care of the implementation, define the support and escalation workflows, and set response times and quality metrics.
Responsibilities:
• Implement and grow the app's customer support system: workflows, knowledge base, escalation paths and metrics tracking.
• Act as the point of contact for clients and for internal departments (Graphic Design, Software Engineering).
• Plan, budget, coordinate and oversee the production and delivery of localization projects.
• Coordinate work with freelancers, voice talents and recording studios worldwide.
• Edit audio and video as part of project execution.
• Track deadlines, quality and risks, adjusting schedules as needed.
• Identify and implement process improvements that increase efficiency and quality.
Requirements:
• Senior-level customer service experience, including a hand in designing or rolling out support processes and tools, not only running them.
• English at C1 level or above, spoken and written.
• Additional languages beyond Spanish and English are a strong plus: we work with clients and partners around the world every day, and each extra language widens what we can offer them.
• Cross-cultural awareness and strong customer-service skills.
• Proven project management experience: planning, documentation, status meetings, risk assessment and quality control.
• Experience managing vendors, external contributors and budgets.
• Audio and video editing experience with professional tools [e.g. Pro Tools, Adobe Premiere Pro, After Effects].
• Ability to run several projects in parallel and deliver on schedule.
• Organised, detail-oriented and resourceful, with a proactive approach to proposing solutions.
• Confident use of AI tools within the production workflow: machine translation, transcription and subtitling, voice generation and cloning, or assistants such as ChatGPT or Claude for documentation and communication.
• Strong computer skills and a genuine team-player attitude.
Nice to have
• Working knowledge of Adobe InDesign.
• Previous experience in localization or language services.

Apply through this platform with your CV attached, and please tell us your salary expectations and the languages you speak, with your level in each.
-Requerimientos- Educación mínima: Universidad / Carrera Profesional
3 años de experiencia
Idiomas: Inglés
Conocimientos: Manejo de helpdesk
Palabras clave: senior, sr, apoyo, support, soporte, especialista, casa, remoto, remote, teletrabajo, home