Bilingual Customer Support Specialist (Spanish) - Live365

About SoundStack and Live365

We’re SoundStack, an Audio-as-a-Service company whose purpose lies at the convergence of innovation, technology, and audio independence. We've been delivering disruptive audio solutions for over 12 years.

We've grown to a community of over 12,000 global publishers who rely on our platforms everyday to upload, track, deliver and monetize audio in ways never thought possible. Our quest is to simplify, demystify and deliver audio at scale, in whichever “verse” audio is listened to today and in the future.

Live365

With Live365, you can start your own internet radio station or listen for free to thousands of stations. Live365 is dedicated and passionate about giving webcasters the best place to stream on the internet. With powerful broadcasting tools, generous revenue share, listening distribution, and stream licensing for music royalties, Live365 is the best one-stop-shop for internet radio stations.

About this role

Bilingual Customer Support Specialists at Live365 facilitate our customer support program for Spanish and English customers of our internet radio platform. Candidates pursuing the Bilingual Customer Support Specialist role must have the ability to communicate in the Spanish language in both written and spoken forms at an intermediate to proficient (CEFR B1 - C2) level of fluency. For this role, that means candidates should be comfortable speaking and writing in Spanish at the required level —enough to handle professional conversations and customer interactions with confidence.

As part of the Live365 Support Operations team, these specialists comprise the frontline of the company and work to deliver world-class customer support. Our customer support program includes engaging with customers via email, phone, chat, and other channels to address and resolve a variety of customer requests. The range of requests involves answering inquiries about our services and following troubleshooting steps in order to analyze, resolve or escalate requests. 

This is a Live365-specific role, and Live365 is a SoundStack company.

• Providing support to customers in Spanish and English via email, phone, chat, and social media, answering product questions and troubleshooting issues
• Following troubleshooting paths and billing processes to meet customer requests
• Following established helpdesk best practices for managing inbound and outbound communications
• Advocating for Spanish and English language customers; resolving product or service problems by clarifying scenarios and carrying out appropriate escalation paths
• Maintaining and adjusting customer billing accounts with proper invoicing and documentation
• Contributing to team efforts by working collaboratively on projects in order to deliver successful outcomes
• Contributing to both internal and external documentation in Spanish and English

• Customer service comes naturally to you
• A collaborative team environment lets your skills shine, and your team-player mentality contributes to taking on dynamic workloads
• Spanish is written and spoken fluently at an intermediate to proficient (CEFR B1 - C2) level
• English is written and spoken fluently
• Communicating clearly and directly is a skill-set in which you take pride
• You enjoy technical problem-solving and are not afraid to take an investigation further in the name of customer satisfaction
• You've had experience using helpdesk, CRM, subscription billing, Confluence, Google Workspace, or other web-based software
• You've worked with video conferencing, Slack, screen-sharing, and other cloud-based collaboration tools
• Working remotely excites you: you are self-motivated and thrive when you control your work environment

• Software as a Service (SaaS) products and web applications
• The music industry, internet radio, podcasts, and audio streaming services
• Growth as a customer support professional
• Learning new technologies, and growing your technical troubleshooting skills
• Working with radio automation solutions, mobile apps, smart speakers, in-car streaming

• Casual and friendly work environment
• Work remotely from your home
• A competitive compensation package, with flexible working arrangements and training opportunities to help you grow and develop your professional skill set
• We're a growing company which values promoting from within
• Work with an inclusive, international/multi-cultural team