Bilingual Customer Experience Advocate (Hybrid)

Job Description

Pangea is seeking a Bilingual Customer Experience Advocate to join their team in Mexico City. This role involves providing phone support to Tier-1 members during peak hours and supporting cross-functional teams to enhance the platform. The Customer Experience Advocate will report to the Customer Experience Manager.

The role requires dedication to customer support and the ability to work in a fast-paced environment.

Responsibilities include:

• Processing back-office work such as ID verifications, refunds, tests, and manual deposits.
• Contacting customers flagged by the fraud team to assess potential risk.
• Answering questions and handling escalated tickets from the Tier-1 support team.
• Addressing customer interactions via social media.
• Escalating production issues to the Engineering team.
• Answering inbound calls and chats during key business periods.
• Conducting outbound calls to customers regarding escalated requests.
• Attending coaching and training sessions.

Requirements:

• Bachelor’s degree or equivalent experience.
• 2+ years of experience in Customer Service, preferably in a consumer-facing technology company.
• Experience with phone, email, social media, and chat support channels.
• Excellent verbal and written communication skills in English and Spanish.
• Strong problem-solving skills and decision-making ability.
• Advanced proficiency in both English and Spanish.
• Ability to multitask and manage time effectively.

Pangea offers:

• Flexible scheduling with a hybrid work model (Tuesday-Thursday in-office, Monday and Friday remote).
• Health, dental, and vision insurance, including mental health benefits.
• 401(k) matching plus a ROTH option (U.S. based employees only).
• PTO & paid holidays off.
• Paid parental leave.