Bilingual Customer Service Representative; Spanish​/English - EG

Department: Customer Service and Client Relations

Work Arrangement: Remote

Job Type: Independent Contractor, Full Time

Work Schedule: US Time Zone (expected to be flexible with the client's preference, including weekends and US holidays during peak seasons)

Locations: LATAM (Mexico, Colombia, Argentina, Brazil), and other Spanish-speaking regions with excellent English communication skills

Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund. They're looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years.

Candidates we've hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks onshore in the US.

Hear why we exist, what we believe in, and who we're building for: WATCH HERE

At Pearl, we're not just another recruiting firm—we connect you with exceptional opportunities to work alongside visionary US and EU founders. Our focus is on placing you in roles where you can grow, be challenged, and build long-term, meaningful careers.

The Bilingual Customer Service Representative (Spanish/English) serves as the voice of the company for both English and Spanish-speaking customers, ensuring seamless customer experiences through professional, empathetic, and culturally appropriate communication. This role combines exceptional customer service with bilingual fluency to support diverse customer bases including Spanish-speaking tenants, landlords, and clients across various industries. You'll manage customer relationships, resolve complex billing inquiries, drive process improvements, and serve as a cultural bridge—all while maintaining high standards of service excellence in fast-paced environments.

Your bilingual capabilities will enable companies to serve Spanish-speaking markets with the same excellence as English-speaking customers, directly expanding market reach and customer satisfaction. You'll reduce language barriers that often lead to frustration and churn, particularly with elderly or non-technical Spanish-speaking customers. By providing clear explanations of complex billing, utility, or service concepts in both languages, you'll build trust with diverse customer segments.

Your work will directly contribute to revenue growth through upselling, improved customer retention, and enhanced reputation in bilingual markets.

Bilingual Customer Relationship Management (40%)

• Serve as the first point of contact for English and Spanish-speaking customers via phone, email, live chat, and SMS
• Respond to customer inquiries in both languages with professional, empathetic, and culturally appropriate communication
• Build rapport and provide personalized recommendations based on customer needs in their preferred language
• Follow up with clients in English or Spanish to ensure satisfaction and gather feedback
• Maintain warm, clear communication that balances professionalism with cultural sensitivity
• Act as brand ambassador delivering white-glove service to diverse customer demographics
• Translate complex information into simple, customer-friendly language in both English and Spanish

Order Management & Bilingual Account Coordination (30%)

• Process phone and online orders accurately in English and Spanish
• Monitor and update customer accounts, ensuring data accuracy across the bilingual customer base
• Assist in onboarding new Spanish-speaking clients and guide them through company systems
• Coordinate with operations, design, and logistics teams for timely delivery to all customers
• Manage order changes, cancellations, and special requests from English and Spanish speakers
• Support clients in navigating tech-enabled platforms with language-appropriate guidance
• Set up new accounts and assist with account creation for bilingual customer base

Problem Resolution & Bilingual Issue Management (15%)

• Provide solutions to customer issues in English or Spanish, troubleshooting independently
• Res…