At Keen, we don't just deliver services - we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.
Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales.
We're not an agency or legacy BPO. We're a partner in growth — and that's where you come in.
About The Role
We’re hiring a Bilingual Spanish/English Customer Support Agent to support one of our high-growth global clients, providing Tier 2 customer support to their business customers in the software, retail, and physical hardware space. This role requires mastering complex systems through software and hardware support.
In this role, you’ll deliver outstanding service to both Spanish and English-speaking customers, ensuring seamless experiences and resolving inquiries with precision and care. This is a fast-paced, high-impact position ideal for someone who loves problem-solving, thrives under pressure, and is passionate about delivering exceptional support.
What You'll Do
- Support end-user customers via email, chat, phone, and service management platforms in both Spanish and English
- Resolve transaction issues, troubleshoot technical problems, and process online/offline account changes
- Follow standard operating procedures and utilize knowledge base articles to resolve requests efficiently
- Meet and exceed service level agreements with timely, accurate responses
- Escalate complex issues to management when necessary
- Maintain detailed case records and contribute to improving knowledge base documentation
- Analyze customer issues to identify patterns and recommend solutions
- Develop a deep understanding of products, services, and customer requirements
- Maintain strong ownership over your work, timeliness to working schedules, and adapability to changing work
Requirements
- 2+ years of customer-facing support experience (customer support, success, help desk, or technical support)
- Fluent in Spanish and English (verbal and written)
- CEFR Level: B2 or higher in Spanish
- CEFR Level: C1 or higher in English
- Able to communicate clearly, professionally, and empathetically with customers in both languages
- Typing speed of 40+ WPM (able to pass a typing speed test)
- Comfortable handling high-volume support queues with multiple concurrent tickets
- Strong attention to detail and ability to resolve issues end-to-end
- Calm under pressure with strong problem-solving ability
- Reliable, punctual, and consistent with attendance and comfortable working evening or overnight shifts aligned to U.S. hours
- Experience with service management tools like Zendesk, Jira Service Management, or ServiceNow
- Familiarity with websites, web applications, and mobile apps; API knowledge is a plus
- A true team player who collaborates well and contributes proactively
- A strong reference from your last manager demonstrating your ability to perform at KPIs and a record of strong attendance
Assessment Disclaimer
- The first stage is a 60-minute assessment with video questions, a typing test, Spanish language assessment, and skill quizzes.
- You will have 24 hours from application submission to complete these.
- You will need access to a PC with a webcam, keyboard, and microphone to complete the assessments.
Schedule & Location
- This role supports international customers and operates on day, evening, and overnight shifts (SAST).
- The role is fully in-office at our Cape Town location in Woodstock.
- In accordance with local transport requirements, Keen provides transportation to and from the office for shifts starting or ending between 6pm and 6am SAST.
Benefits
- Collaborative in-office team environment
- Professional development budget
- Compensation includes:
- Base Salary
- Medical Allowance
- Attendance & Timeliness Bonus
- Transport Allowance
- Monthly Performance Bonus
- Team members who demonstrate strong performance and reliability may have opportunities to grow into roles such as Subject Matter Experts, Team Leads, QAs, Operations, or Technical Support specialization.
