Spanish Bilingual Help Desk Operations Specialist - Remote - Veterans

About the role

This position is remote; however, due to specific position requirements, the employer cannot hire from the following locations for this opportunity: OCONUS - EU Countries, California, District of Columbia, Illinois, Montana, Rhode Island.

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
• 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
• Ai, Automation & Workflow Optimization
• Assist in building, refining, and improving our 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 Center & Knowledge Management
• 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
• Aid in SOP creation and ongoing process documentation to support operational consistency
• Customer Outreach & Follow-Up
• 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 preferred
• 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

Skills

• Customer support
• Customer operations
• Help desk
• Customer success
• Leave administration
• HR support
• AI customer support agent
• Workflow automation
• Knowledge base
• Operational systems
• Phone conversations

Benefits

• Health | Dental | Vision Insurance enrollment
• Short-Term Disability | Long-Term Disability
• Life Insurance
• PTO
• Yuna Health EAP
• 401k
• Perkspot

Pay

$28/hour

Schedule

Monday - Friday 8am - 5pm MST