Customer Care Executive (Spanish Bilingual Support)

About the role:

Zepz is seeking a highly motivated Bilingual Customer Care Executive fluent in French/English or Spanish/English to join our dynamic Customer Care team. In this role you will provide exceptional support to our customers through voice chat and email channels. You will be responsible for understanding customer needs resolving inquiries and ensuring a seamless customer experience. Your role will be pivotal in maintaining Zepz’s reputation for outstanding service by delivering timely and effective solutions.

What you will own:

Reporting to the Bilingual Team Manager you will:

• Provide high-quality customer support in both French/English or Spanish/English across voice chat and email channels.

• Identify troubleshoot and resolve customer issues in a professional and empathetic manner.

• Act as a solutions architect making sound decisions to resolve customer problems efficiently.

• Ensure each interaction is handled with the highest level of customer care maintaining Zepz’s commitment to quality service.

• Take ownership of customer inquiries and follow through the resolution ensuring customer satisfaction.

• Work cross–functionally with other teams to resolve complex cases and provide feedback for continuous improvement.

• Maintain up-to-date knowledge of Zepz products services and processes to offer accurate solutions.

• Assist in tracking and reporting on customer care trends to drive improvements.

What you bring to the table:

• Fluency in both French/English or Spanish/English (written or verbal).

• Previous experience in customer support particularly in a bilingual setting.

• Excellent communication skills with the ability to explain complex issues simply.

• A passion for helping people and a customer–first mindset.

• Strong problem–solving skills with the ability to think critically and make decisions that benefit both the customer and the company.

• Ability to work in a fast–paced environment and handle multiple tasks simultaneously.

• Tech-savvy with experience using CRM systems and other customer care tools.

Bonus points if you have:

• Experience in a fintech or payments industry is a plus.

• Familiarity with customer service best practices.