Bi-lingual; English​/Spanish Support Specialist; US-Remote

What You’ll Do:

• Respond to customer inquiries in both English and Spanish via phone, email, SMS, and chat in a timely and professional manner.
• Serve as a primary point of contact for Spanish-speaking families and stakeholders, ensuring equitable access to program support.
• Translate or help adapt customer-facing communications and resources from English to Spanish as needed.
• Resolve customer issues and complaints, escalating complex cases as appropriate.
• Provide accurate information about ESA and microgrant programs Odyssey administers.
• Maintain detailed records of customer interactions and transactions.
• Collaborate with team members to improve processes and enhance the customer experience for diverse communities.
• Participate in training and development opportunities to enhance skills.
• Meet performance targets and contribute to team goals.
• Stay up-to-date with company policies and product knowledge.

• Full professional fluency in English and Spanish (written and verbal) — required.
• Experience with Zendesk or a similar contact management system is required.
• 3+ years of experience in a customer support role.
• Excellent verbal and written communication skills in both languages.
• Strong problem-solving abilities and attention to detail.
• Customer-focused with a positive attitude and professional demeanor.
• Ability to work independently and as part of a distributed team.
• Proficiency in using customer support software and tools.
• High school diploma or equivalent; additional education or certifications are a plus.
• Preference is given to those who reside in Texas, Utah, Georgia, Louisiana, Iowa, Wyoming, or New York.

Full professional fluency in both English and Spanish is required for this role.

You will regularly communicate — via phone, email, SMS, and chat — with Spanish-speaking families and stakeholders. Written and verbal proficiency at a professional level in both languages is not optional; it is core to this position.

• This role is a remote position for candidates located in the U.S., with preference given to those who reside in one of the states we currently serve:
  Texas, Utah, Georgia, Louisiana, Iowa, Wyoming, or New York.
• Applicants must be currently authorized to work in the United States on a full-time basis.
• Actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range.

Odyssey is an equal opportunity employer. Reasonable accommodations are available upon request.