Senior Bilingual Escalations Expert

A company is looking for a Sr. Bilingual Escalations Expert - English / Spanish (Puerto Rican Dialect).

Key Responsibilities

Manage and resolve escalated customer issues, serving as the single point of contact

Deliver proactive communication and maintain positive relationships with customers and third parties

Document customer interactions and insights while ensuring a seamless customer experience

Required Qualifications

Bilingual in English and Spanish (Puerto Rican dialect)

High school diploma or equivalent; Bachelor's degree preferred

5+ years of relevant work experience in customer success or project management

Strong knowledge of escalations and prevention processes

History of receiving positive customer feedback and ratings