Bilingual Customer Care Specialist

Shipt is a retail tech company that connects people to reliable, high-quality delivery with a personal touch. As a Bilingual Customer Care Specialist, you will provide exceptional support to Spanish-speaking customers through various communication channels, ensuring a positive experience and advocating for the needs of Spanish-speaking users.

Responsibilities

• Provide top-tier support via call, chat and email to our Spanish-speaking Members, Shoppers, Retailers and Partners
• Uphold call, chat, and email SLAs and manage outbound call request on slack channels providing 55% internal communication (Shipt HQ/Shoppers) and 45% external communication (customer, retail partner escalations)
• Support new innovation initiatives (small and large scale) as needed
• Deliver on established goals and objectives of the team's core responsibilities
• Serve as an expert in the following functions: Partner/Retailer Calls and Chats, Outbound Communication, Support emails, Member Feedback Surveys, Shopper Pay emails, Shopper Account Verification and other determined areas requiring Bilingual support
• Advocate for our Spanish cohort of Members, Shoppers, Retailers and Partners and work alongside leaders to identify process improvements for our Spanish speaking customers
• Provide relief and support for teams throughout Shipt (different than that of a Support Specialist), including Operations, Experience Team, and Partner Success

Skills

• You have excellent verbal and written communications skills required in both English and Spanish
• You are bilingual and able to read, write and speak Spanish proficiently
• You have 6+ months previous call center experience, or 6+ months telephonic sales support experience
• You have previous customer support experience (Bachelor's Degree not required, but preferred)
• You must be comfortable conversing in Spanish ~75% of the time via voice, chat, and email
• You have schedule flexibility - team members will be required to work varying schedules depending on business need. Scheduled shifts fluctuate from as early as 7am start times, and as late as 10pm end times. Weekend work is also expected. This is a full-time, 40 hour workweek position
• You have strong communication skills and the ability to multitask
• You are detail oriented and able to work effectively with minimal oversight
• You are adaptable and able to navigate change effectively
• Bachelor's Degree not required, but preferred

Benefits

• Employees (and eligible family members) are covered by medical, dental, vision and more.
• Employees may enroll in our company’s 401k plan.
• Employees will also be eligible to receive discretionary vacation for exempt team members, paid holidays throughout the calendar year and paid sick leave.
• Other compensation includes eligibility for an annual bonus and the potential for restricted stock units based on role.

Company Overview

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