Bi-lingual (English/Spanish) Support Specialist (US-Remote)

About Odyssey

Education Savings Account (ESA) programs are changing the way families access education funding. Odyssey partners with state agencies to design, launch, and operate ESA and grant programs, providing the technology, program operations, vendor ecosystem, and family experience necessary to make these programs work in the real world. Today, we operate across 6 states, managing programs for over 200,000 students and over $1 billion in education funding.

Why This Work Is Different

We are deeply involved with state partners, internal product teams, and translating policy into practical systems that families rely on. This requires building a flexible platform that meets each state's unique needs while supporting all customers. This role involves responding to customer inquiries in both English and Spanish, resolving issues, and maintaining detailed records. It also includes collaborating with the team to improve processes and enhance the customer experience for diverse communities.

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.

About You

• Full professional fluency in English and Spanish (written and verbal)
• Experience with Zendesk or a similar contact management system
• 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

Additional Details

• 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

Our Commitment to Equal Opportunity Employment

We are an equal opportunity employer. Reasonable accommodations are available upon request.