Customer Service Agent (English)

About us

Influx delivers on-demand, 24/7 customer support for brands and companies worldwide. Our global team of agents and managers works across time zones to provide seamless, high-quality support every day of the year, including holidays.

Location: Americas Region

Work Mode: Remote – BYOD (Bring Your Own Device)

Department: Operations / Delivery

Reports to: Team Leader

Imagine working in a fast-paced digital support environment where your ability to think critically, solve problems independently, and deliver excellent customer experiences truly matters.

We’re looking for a Bilingual Customer Support Specialist (English/Spanish) who can confidently manage high-volume customer interactions while maintaining accuracy, efficiency, and strong attention to detail.

In this role, you’ll operate with a high level of ownership, handling customer cases across multiple support channels while contributing to a performance-driven support environment.

What you’ll do

You’ll work across two core areas:

→ Support customers

• Handle customer interactions across chat, email, escalations, and back-office workflows
• Investigate issues thoroughly before escalating
• Provide professional, empathetic, and accurate support in a fast-paced environment
• Manage large daily case volumes while balancing productivity and quality expectations

→ Drive operational excellence

• Maintain strong documentation and case management practices
• Navigate multiple systems simultaneously while multitasking effectively
• Apply critical thinking and sound judgment during customer interactions
• Contribute to a culture of accountability, urgency, and continuous improvement

What makes this role unique

This is not a traditional scripted support role.

We are looking for individuals who can think independently, adapt quickly, and operate with minimal supervision in a high-performance environment.

You’ll combine:

• Customer support expertise
• Strong written communication
• Analytical thinking and problem-solving
• Adaptability in fast-changing environments
• Ownership and accountability

What we’re looking for

We’re looking for candidates who can perform across four key areas:

Customer Service

• 2 or more years of BPO or customer service experience preferred
• Experience in fintech, digital payments, billing, retention, collections, or financial services environments is a strong advantage

Communication Skills

• Mandatory Advanced English and Spanish proficiency (B2+ preferred)
• Strong written communication with excellent grammar, clarity, and professionalism

Operational Performance

• Comfortable working under KPI expectations including productivity and response-time metrics
• Ability to multitask across multiple systems and manage high daily workloads
• Strong investigative mindset with the ability to gather all relevant information before escalating

Adaptability & Ownership

• Comfortable working independently with minimal handholding
• Open to direct feedback and continuous improvement
• Strong urgency, accountability, and schedule reliability
• Flexible and willing to work evening, late-night, and weekend shifts based on operational needs

Technical Requirements (BYOD)

• Reliable and stable internet connection
• Computer with a minimum Intel Core i5 processor or equivalent
• Noise-canceling headset
• A fully functional Windows laptop or desktop computer (Mac/iOS devices are not supported)

Why join us

• 100% remote opportunity
• Work within a global support environment
• Gain exposure to fast-paced digital operations
• Performance-based growth opportunities
• Be part of a high-accountability and high-performance culture

If you’re someone who thrives in fast-moving environments, enjoys ownership, and can confidently balance quality with productivity, we’d love to hear from you.