Bilingual Customer Support Agent

LinguaCare is revolutionizing access to mental health support for diverse linguistic communities worldwide. Our mission is to break down language barriers in mental healthcare, ensuring everyone can receive the support they need in their native tongue. We are a fast-growing, remote-first company with a passionate team dedicated to making a tangible difference in people's lives. As a Bilingual Customer Support Agent, you will be a vital first point of contact, embodying our commitment to compassionate and effective care. You'll join a supportive, multicultural team that values clear communication, empathy, and a proactive approach to problem-solving. This role offers the unique opportunity to contribute to a meaningful cause while developing your skills in a flexible, global environment. We believe that by creating an inclusive and understanding environment for our users, we also foster a stronger, more connected team.

• Provide empathetic and culturally sensitive support to users from diverse linguistic backgrounds via chat, email, and phone.
• Assist users with account inquiries, technical issues, and navigating our platform in both English and at least one other language.
• Accurately document all customer interactions and resolutions in our CRM system, ensuring thorough and consistent record-keeping.
• Collaborate closely with our mental health professionals and technical teams to resolve complex user issues efficiently.
• Identify and escalate urgent cases to the appropriate internal teams, maintaining clear communication throughout the process.
• Contribute to the continuous improvement of our customer support processes and knowledge base by providing feedback and insights.
• Stay up-to-date with product changes and new features to provide the most current information to our users.
• Adhere to all data privacy and confidentiality protocols, ensuring the security of sensitive user information.

• Fluency in English and at least one other language (e.g., Spanish, French, German, Mandarin, Arabic, etc.), both written and spoken, is essential.
• Minimum of 2 years of experience in a customer support, help desk, or client-facing role, preferably in a remote setting.
• Demonstrated ability to communicate complex information clearly, concisely, and empathetically to a diverse user base.
• Proficiency with CRM software (e.g., Zendesk, Salesforce) and other customer service tools.
• Strong problem-solving skills with a keen attention to detail and a proactive approach to addressing user needs.
• Ability to work independently as part of a remote team, managing time effectively and meeting performance metrics.
• Comfortable with technology and able to quickly learn new software and platforms.
• High-speed internet connection and a quiet, dedicated workspace suitable for remote work.

• Competitive hourly rate of $18 – $24, commensurate with experience and language proficiency.
• Flexible part-time hours, allowing for a healthy work-life balance.
• Opportunity to work remotely from anywhere in the world, fostering a global and inclusive team environment.
• Comprehensive paid training and ongoing professional development opportunities to enhance your skills.
• Access to free mental health resources and support services for all employees.
• Generous paid time off and sick leave policies to ensure you can rest and recharge.
• Join a mission-driven company that is making a significant positive impact on global mental health access.