Remote Customer Service Agent - Moderation & Engagement (Spanish)

1w1 week ago

BrickBrands

Braga, PT · Full-time · €18,000 – €28,000

About this role

BrickBrands is a fast-growing company offering valuable learning experiences that open doors for talented individuals. Join our global team embracing diversity and inclusivity to build better relationships and conversations. Our mission is to create opportunities for brands and communities to speak.

As a Customer Service Agent, you will be the front line of communication between brands and their customers across multiple digital platforms. Handle high volumes of customer comments and reviews, including negative feedback. Navigate sensitive situations with empathy while protecting the brand’s voice and reputation.

Actively monitor and engage with reviews, comments, and mentions using strong judgment and brand tone. Respond via public responses, chat, email, direct messages, and app store sections. Identify trends in customer communications and moderate content adhering to guidelines.

Work in a fast-paced environment with ongoing recruitment for self-starters passionate about social media and customer experience. Learn the BrickBrands Way in a global setting. Build skills handling high-visibility interactions calmly and independently.

Requirements

High School Diploma or equivalent
Personal PC/laptop with a working webcam
Good working home environment with a stable internet connection
2+ years of experience in social care, community management, CX support, or digital customer service
Fluent in English & Portuguese, both written and oral
Strong verbal communication & writing skills (friendly, clear, and socially native)
Residing in Portugal
General knowledge and interest in various social media platforms

Responsibilities

Actively monitor and engage with customer reviews, comments, mentions across different platforms with strong judgment and brand tone
Respond to potential customers via public responses, chat, email, direct messages, and app store review sections
Quickly identify trends or issues within customer communications and share with the team
Moderate reviews and comments on the client’s apps and platforms ensuring adherence to brand guidelines
Analyze user feedback to make informed decisions about moderating or escalating issues
Work closely with the client to ensure app communities are safe and align with brand values
Maintain regular communication with manager to address questions and provide updates
Contribute to consistent quality across shifts in tone, accuracy, and decision-making