Customer Support Specialist (Spanish Speaking)

About the role

At Clerri, we’re a team of builders, believers, and bold thinkers driven by one mission: to remove the barriers between patients and providers through memberships that improve access to care and help practices thrive. As a Tier 1 Support Specialist, you will be the first point of contact for patients and practices, handling all inbound requests across phone, email, chat, and other support channels. You’ll play a key role in ensuring customers receive timely, clear, and professional assistance.

Responsibilities

• Handle patient inquiries, troubleshoot technical issues, and ensure smooth usage of the software for our practices.
• Respond to support inquiries across all inbound channels (phone, email, chat, and future platforms as introduced).
• Adhere to established SLAs for all support channels.
• Track member-related support issues and assist in trend analysis.
• Proactively engage with members and partners to ensure they are utilizing and renewing their membership.
• Communicate effectively with members to create a professional and memorable experience at every touch point of the brand.
• Deliver excellent customer support to members and partners, ensuring a resolution is achieved for every contact.
• Contribute to improving internal wiki and knowledge base documentation as requested.
• Review self-performance and provide feedback based on outcomes with management.
• Participate in process improvement initiatives for the betterment of the department.
• Ensure compliance with all company and regulatory requirements set forth for support.

Requirements

• 1+ year of experience in an operational or support-driven role.
• Process-oriented, curious, and eager to learn.
• Organized, dependable, accountable, and coachable.
• Able to think creatively and problem-solve when prior experience doesn’t offer a clear solution.
• Comfortable following direction, but also self-directed in moments where guidance isn’t available and able to collaborate with teammates to keep work moving forward.
• Able to acknowledge and understand our SLAs and KPIs while maintaining focus on service quality, speed, and customer satisfaction.
• Speak fluent Spanish to best be able to help assist our Spanish speaking customers and members.
• Familiarity with ticketing and CRM tools (e.g., Zendesk, Salesforce, or similar platforms), as well as phone or communication systems.

Qualifications

• Comfortable working in a fast-paced environment.
• Strong communication skills.
• Problem-solving abilities.
• Ability to multitask and prioritize tasks.
• Attention to detail.

Skills

• Excellent written and verbal communication skills.
• Technical troubleshooting skills.
• Customer service orientation.
• Ability to work independently and as part of a team.
• Proficiency in Spanish.

Benefits

• Hourly rate of $22.07 per hour, along with company equity.
• Typical working hours are 9:30 a.m. – 6:00 p.m.
• We are looking to connect with candidates who are bilingual and fluent in Spanish.

Pay

• $22.07 per hour

Schedule

• Typical working hours are 9:30 a.m. – 6:00 p.m.

Company Equity

• Offered as part of the compensation package.

Additional Information

• We are an equal opportunity employer and welcome applications from individuals with disabilities.
• We are committed to building an inclusive, varied culture that welcomes, promotes, supports, and celebrates the diverse backgrounds of our employees.