Customer Support Specialist (Bilingual – Spanish & English)

🌍 Customer Support Specialist (Bilingual – Spanish & English)\ Location: Remote (Mexico preferred or similar timezone)About AiPrise\ AiPrise is a Y-Combinator backed global compliance platform that helps companies verify identities and businesses through a combination of AI-powered fraud detection, orchestration, and local data integrations. We work with fintechs, banks, and enterprises across the world to make onboarding safer and smarter.Role Overview\ We’re looking for a bilingual (Spanish & English) Customer Support Specialist to join our growing team. You'll be the front line of communication for our customers—helping resolve issues, guide users through our platform, and ensure a high-quality experience. You’ll work closely with our product, engineering, and customer success teams to ensure customer feedback is heard and acted on.What You’ll DoProvide responsive, empathetic, and technically accurate support to our global users via email, chat, and occasional video callsTroubleshoot and guide users through technical issues related to the AiPrise dashboard, SDKs, APIs, and integrationsAct as a liaison between customers and our technical team to escalate bugs or feature requestsMaintain clear and structured documentation for internal processes and customer knowledge basesTranslate key support documents and responses between Spanish and English as neededMonitor customer queries and maintain SLAs, ensuring timely resolution and customer satisfactionCollaborate with product and engineering teams to continuously improve the customer experienceWho You AreFluent in both Spanish and English (written and spoken)Based in Mexico or a similar timezone for optimal overlap with our global customer baseTech-savvy and comfortable navigating APIs, SDKs, and developer documentation (bonus if you’ve worked in a SaaS or developer tools environment)Strong communicator with a customer-first mindsetOrganized and self-motivated with the ability to manage multiple requests simultaneouslyPrior experience in customer support, ideally for a B2B SaaS or fintech company, is a plusBonus PointsExperience with support tools like Zendesk, Intercom, or FreshdeskFamiliarity with compliance or identity verification platformsBasic troubleshooting skills with tools like Postman, browser dev tools, etc.