Customer Support Specialist (Bilingual – Spanish & English)

Customer Support Specialist (Bilingual – Spanish & English) Location: Remote (Mexico preferred or similar timezone) About AiPrise AiPrise is a Y-Combinator backed global compliance platform that helps companies verify identities and businesses through a combination of AI-powered fraud detection, orchestration, and local data integrations. We work with fintechs, banks, and enterprises across the world to make onboarding safer and smarter. Role Overview We’re looking for a bilingual (Spanish & English) Customer Support Specialist to join our growing team. You'll be the front line of communication for our customers—helping resolve issues, guide users through our platform, and ensure a high-quality experience. You’ll work closely with our product, engineering, and customer success teams to ensure customer feedback is heard and acted on. What You’ll Do • Provide responsive, empathetic, and technically accurate support to our global users via email, chat, and occasional video calls • Troubleshoot and guide users through technical issues related to the AiPrise dashboard, SDKs, APIs, and integrations • Act as a liaison between customers and our technical team to escalate bugs or feature requests • Maintain clear and structured documentation for internal processes and customer knowledge bases • Translate key support documents and responses between Spanish and English as needed • Monitor customer queries and maintain SLAs, ensuring timely resolution and customer satisfaction • Collaborate with product and engineering teams to continuously improve the customer experience Who You Are • Fluent in both Spanish and English (written and spoken) • Based in Mexico or a similar timezone for optimal overlap with our global customer base • Tech-savvy and comfortable navigating APIs, SDKs, and developer documentation (bonus if you’ve worked in a SaaS or developer tools environment) • Strong communicator with a customer-first mindset • Organized and self-motivated with the ability to manage multiple requests simultaneously • Prior experience in customer support, ideally for a B2B SaaS or fintech company, is a plus Bonus Points • Experience with support tools like Zendesk, Intercom, or Freshdesk • Familiarity with compliance or identity verification platforms • Basic troubleshooting skills with tools like Postman, browser dev tools, etc. Apply tot his job Apply To this Job