Spanish Bilingual Help Desk Operations Specialist - Remote - $27/Hr

This position is open to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. The role is remote, but the employer cannot hire from the following locations: OCONUS, EU Countries, California, District of Columbia, Illinois, Montana, or Rhode Island.

About the role

As a Bilingual Help Desk Operations Specialist, you will deliver a seamless, responsive customer experience by managing inbound Help Desk inquiries, triaging requests, and ensuring issues are routed to the right teams quickly and efficiently. This role serves as the operational front door to the Customer Experience organization, helping employees, HR teams, and customers navigate questions related to leave support, product support, and general account needs.

The ideal candidate is highly organized, customer-oriented, systems-minded, and comfortable balancing responsiveness with operational efficiency. In addition to ticket management, this role will partner closely with the Customer & Growth Operations Manager to improve Help Desk workflows, support automation initiatives, refine AI-driven customer experiences, and maintain high-quality Help Center content.

Responsibilities

• Respond to inbound customer, employee, and HR inquiries through the Help Desk in a timely, professional, and empathetic manner.
• Serve as the first line of response for customer inquiries, resolving issues directly whenever possible.
• Triage and route tickets to the appropriate teams, specialists, or escalation paths to ensure efficient resolution.
• Monitor Help Desk queues to ensure tickets are progressing appropriately and service level expectations are met.
• Identify trends, recurring issues, and friction points impacting customer experience.
• Assess incoming requests and determine the appropriate owner, priority level, and next steps.
• Escalate urgent, sensitive, or high-impact customer concerns to leadership teams when appropriate.
• Partner cross-functionally with Leave Specialists, Technical Support, Payroll, Compliance, Customer Success, and Leadership to coordinate issue resolution.
• Proactively flag at-risk customer experiences, communication gaps, or operational concerns.
• Assist in building, refining, and improving the AI customer support agent to increase efficiency and improve customer outcomes.
• Help identify opportunities for automation across customer workflows and Help Desk operations.
• Partner on testing, documenting, and refining new workflows, processes, and operational improvements.
• Support ongoing efforts to reduce manual work and improve response times through operational efficiencies.
• Help maintain, review, and improve Help Center documentation to ensure accuracy, clarity, and usefulness.
• Identify documentation gaps and recommend updates based on recurring customer questions.
• Assist with SOP creation and ongoing process documentation to support operational consistency.
• Occasionally contact employees or customers by phone to gather additional information, clarify requests, or assist with issue resolution.
• Provide a calm, empathetic, and professional customer experience, particularly in sensitive situations.

Requirements

• 2+ years of experience in customer support, customer operations, help desk, customer success, leave administration, HR support, or a related operational role.
• Professional working proficiency in both English and Spanish (written and verbal) is required to support Spanish-speaking clients and partners effectively.
• Strong written and verbal communication skills with a customer-first mindset.
• Exceptional organization skills and ability to manage multiple priorities in a fast-paced environment.
• Strong judgment and problem-solving skills with the ability to triage effectively.
• Comfortable learning and improving systems, workflows, and technology.
• Experience working within Help Desk or ticketing systems (HubSpot, Zendesk, Salesforce Service Cloud, etc.) preferred.
• Comfortable with AI tools, workflow automation, knowledge bases, or operational systems.
• Comfortable handling occasional phone conversations with employees and customers.

Qualifications

• High School/GED or equivalent.

Pay

$27/hour

Schedule

Training: 4-6 weeks, Monday - Friday, 8am - 5pm MST

Post-Training: Monday - Friday, 8am - 5pm in MST or CST

Benefits

• 100% remote work.
• Equipment provided.
• Health, Dental, and Vision Insurance enrollment.
• Short-Term Disability and Long-Term Disability.
• Life Insurance.
• PTO.
• Yuna Health EAP.
• 401k.
• Perkspot.