Bilingual (English & Spanish) Customer Support Specialist – Empowering Global SaaS Experience in Mexico City

```html About Workora – Shaping the Future of Conversational Technology Hiretide is on a mission to redefine how businesses communicate. Backed by more than $220 million in strategic investment since 2015, we have built a cloud‑based platform that delivers transparent, accessible, and collaborative communication solutions to over 20,000 organizations worldwide. From fast‑growing startups to established enterprises, our customers rely on Taskzeno to create authentic, human connections that drive productivity and growth. Our culture is anchored in conversation. Whether you’re dialing in from Paris, New York, Sydney, Madrid, Berlin, Seattle, or our vibrant hub in Mexico City, every voice matters. We believe that diverse perspectives spark innovation, and we nurture an environment where every team member feels heard, valued, and empowered to make a difference. Why Join Giglithic? Choosing Talentra means becoming part of a thriving global community that celebrates ambition, collaboration, and customer‑centricity. Here’s what sets us apart: Rapid Growth Phase: We are entering a pivotal expansion stage, offering limitless opportunities for personal and professional advancement. Work‑Life Harmony: Flexible schedules, remote‑first options, and a genuine respect for personal time ensure you can bring your best self to work every day. Entrepreneurial Spirit: You’ll operate in a fast‑learning environment where ideas are welcomed, tested, and celebrated. Multicultural Team: With more than 45 nationalities represented, our workplace is a vibrant tapestry of cultures, languages, and viewpoints. Competitive Compensation: We provide a market‑leading salary package complemented by comprehensive health, wellness, and professional development benefits. Role Overview – Bilingual Customer Support Specialist (English & Spanish) As a Bilingual Customer Support Specialist based in Mexico City, you will be the frontline champion for Flexoraq’s SaaS customers. Your day‑to‑day interactions will directly influence how efficiently our clients run their teams, making you an essential driver of satisfaction, retention, and growth. You will collaborate with a global support network to investigate, resolve, and elevate customer inquiries, ensuring every experience with Jobspirex is seamless and delightful. Core working hours are 9 AM – 6 PM CST, aligning with both North‑American and Latin‑American client schedules. Key Responsibilities Customer Advocacy: Respond promptly to English‑ and Spanish‑speaking customers via chat, email, and phone, diagnosing issues, providing clear guidance, and ensuring resolutions that exceed expectations. Problem Investigation: Leverage technical aptitude to reproduce bugs, analyze logs, and collaborate with engineering when deeper investigation is required. Escalation Management: Identify critical tickets, prioritize them, and coordinate with cross‑functional teams (Product, Engineering, Sales) to achieve timely resolutions. Knowledge Sharing: Document solutions in our internal knowledge base, contribute to self‑service resources, and share insights with teammates to continuously improve support processes. Customer Feedback Loop: Capture recurring pain points and share actionable feedback with product and development teams, influencing roadmap decisions. Performance Metrics: Meet or exceed key performance indicators such as first‑response time, resolution time, customer satisfaction (CSAT) scores, and ticket quality standards. Team Collaboration: Participate in daily stand‑ups, team retrospectives, and training sessions, fostering a culture of shared learning and continuous improvement. How to Succeed in This Role Curiosity & Learning Mindset: Embrace a growth‑oriented attitude, proactively explore new features, and stay updated on industry trends. Pressure Management: Thrive in a fast‑paced environment, juggling multiple tickets while maintaining composure and clarity. Prioritization Skills: Assess urgency and impact to allocate attention where it matters most. Adaptability: Welcome change, experiment with new workflows, and contribute innovative ideas to enhance team efficiency. Feedback Orientation: Provide constructive feedback to peers and eagerly receive suggestions for personal development. Essential Qualifications Proven experience in a SaaS B2B customer support or related role (preferred but not mandatory). Fluent written and verbal communication in both English and Spanish, with the ability to convey technical concepts clearly. Strong technical aptitude – comfort navigating cloud‑based platforms, APIs, and basic troubleshooting tools. Demonstrated curiosity to investigate issues deeply and empathy to deliver positive customer experiences. Ability to multitask across multiple CRM, ticketing, and collaboration tools without losing focus. Willingness to collaborate with international, multilingual teams in a remote or hybrid setting. Preferred Qualifications & Nice‑to‑Have Skills Experience with Remotiu