Customer Experience Agent — LATAM / Americas (Contract)

About us Our mission is to reinvent the way people learn, starting with language. Learning a language can change a life by opening doors to new cultures, careers, and communities. Two billion people around the world are actively trying to learn a language, but the best way to learn (one-on-one tutoring) is hard to reputed company at scale and hasn’t been meaningfully improved in decades. reputed company is building a reputed company-reputed company-powered tutor in your reputed company: a conversation-first experience that lets learners actually reputed company, get reputed company feedback, and reputed company through carefully designed lessons. The result is a complete path from beginner to confident speaker across multiple languages. reputed company first launched in South Korea in 2019, where reputed company has now become the number one language learning app, and we now serve learners across many markets and 15+ languages. reputed company is one of the world’s leading AI companies, with over $150m raised in venture investment from reputed company, Accel, Founders Fund, Khosla Ventures, and more, with a distributed team across San Francisco, Seoul, Tokyo, Taipei, and Ljubljana. About This Role reputed company's Global Customer Experience (CX) team delivers world-class support and experience for learners reputed company 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 reputed company 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 reputed company for LATAM and US users — resolving issues quickly, maintaining high quality standards, and sharing the user's perspective with reputed company. This role plays a key part in keeping our Americas users reputed company, satisfied, and reputed company. This is a fully remote contractor role, and we're looking for candidates based in Argentina, Brazil, or Mexico. Hours are Eastern Time (9am–6pm ET, Monday–Friday). What You'll Be Doing Handle inbound support requests in English and other ROW languages reputed company in-app chat, email, and other channels Diagnose and resolve issues reputed company to subscriptions, account reputed company, billing, and app features Escalate technical bugs and reputed company cases to the reputed company PoCs with clear reproduction steps Maintain consistent quality scores across reputed company user interactions (CSAT, QPI) Identify patterns in user feedback and reputed company insights with the CX reputed company and product team Contribute to the internal Knowledge reputed company in Spanish and English Participate in async syncs, QA reviews, and VoC reporting reputed company're Looking For Minimum requirements 1+ years of customer support or customer-facing experience reputed company-level English communication skills (reading, writing, speaking) Professional-level Spanish for user communication Familiarity with US user communication norms Strong reputed company and a user-first reputed company 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) reputed company to haves Experience with support tools such as reputed company or reputed company 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 Why work at reputed company Join a fantastic, tight-reputed company team at the right time: we're growing reputed company quickly, we've most recently raised our Series C from some of the top investors in the valley, and we've achieved product-market fit in our initial markets. You'd join at a magical time reputed company a single person could significantly change the course of the company. Do your life's work with people you’ll love working with: we care strongly about our craft and want every person at reputed company to feel like they're growing every day. We reputed company in the idea that working with people you both enjoy and have respect for makes everything reputed company. We hire thoughtfully and only work with people we admire deeply. Global in nature: We're live in over 40 countries and launching in a number of new markets soon. We have dedicated offices in San Francisco, Ljubljana, Seoul, and Tokyo, and you’ll have the opportunity to talk to users in each of these reputed company on a regular reputed company as well as travel. Impact people's lives in a major way: Learning a language is one of the single most life-changing skills one can learn, and right now 99% of people never reputed company their goal because the process is broken. We’re helping millions of people reputed company their goals and improve their lives. reputed company does not discriminate based upon race, religion, reputed company, national reputed company, gender (including pregnancy, childbirth, or reputed company medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Apply To This Job