Call Center Representative - Critical Safety (Spanish)

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect, and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 60,000 employees globally, with a presence in twenty-three locations across twelve countries, including the Philippines, India, and the United States.

About the role

As a Critical Safety Agent, you will ensure high-quality and safe experiences for both drivers and riders in a rideshare business. This role involves handling difficult calls, providing empathetic support, and resolving safety-related issues. You will assist drivers and riders who have lost items or are experiencing safety concerns, embedding safety measures into every aspect of the platform.

Some of your work may include interacting with riders and drivers who are in distress, agitated, or in danger. Examples of these situations may include, but are not limited to:

• Incorrect or unsafe pick-up/drop-off locations
• Sexual comments or advances
• Racial slurs or bias
• Unhygienic vehicle conditions
• Reports of car accidents, including collisions with vehicles or pedestrians
• Assault (sexual or physical)
• Undisclosed or improper locations
• Medical emergencies
• Distress, including suicidal thoughts or actions

Exposure to disturbing situations is unavoidable. TaskUs provides wellness resources, resiliency programming, and other initiatives to support employees, but individuals sensitive to such content may be at risk for distress or mental health symptoms.

Responsibilities

• Provide empathetic support to customers, actively listening and addressing their concerns.
• Efficiently gather and document details, use resources to resolve issues, and escalate when necessary.
• Maintain clear communication, setting expectations and providing accurate information professionally.
• Follow up with customers to keep them informed of their case status.
• Take ownership and accountability for each interaction and its outcome to ensure customer satisfaction.
• Represent the brand positively, adhering to company policies and ethical standards.
• Collaborate effectively both independently and with teams to resolve issues and improve processes.
• Document interactions and case details accurately while maintaining confidentiality.
• Stay updated on policies, participate in training, and suggest process improvements.
• Adhere to all relevant laws, regulations, and company protocols.

Requirements

• High School Diploma or GED.
• Typing speed of 25+ words per minute.
• Excellent verbal and written communication skills.
• Successful completion of standardized hiring assessments.
• Willingness to work flexible hours as needed.
• B2 Spanish level (writing and speaking).

Qualifications

• 24+ months of direct customer-facing experience in industries such as hospitality or contact centers, demonstrating rapport-building skills.
• 6+ months of experience in an emergency response role (e.g., first responder, military, medical, 911 dispatch), showcasing composure and critical thinking in high-pressure situations.
• Exceptional attention to detail, organizational skills, and follow-up capabilities.
• Willingness to learn and a curious mindset.
• Tenacity to prioritize doing what is right, even in challenging circumstances.
• Ability to work both independently and collaboratively, demonstrating flexibility and adaptability.

Benefits

• Comprehensive benefits package including medical, dental, and vision insurance.
• 401(k) with company match.
• Paid time off, including vacation, sick leave, and holidays.
• Access to counseling or coaching sessions to support job adjustment and wellness.
• Skills-based resiliency trainings.
• Internal mobility and professional growth opportunities.

Pay

Salary range: $29,120.00 - $41,600.00 per year. The base salary range represents the low and high end of the anticipated salary for this position across US locations. Actual salary will be determined based on qualifications, experience, skills, and geographic location.