Respond to customer inquiries in both English and Spanish via phone, email, SMS, and chat in a timely and professional manner.
Serve as a primary point of contact for Spanish-speaking families and stakeholders, ensuring equitable access to program support.
Translate or help adapt customer-facing communications and resources from English to Spanish as needed.
Resolve customer issues and complaints, escalating complex cases as appropriate.
Provide accurate information about ESA and microgrant programs Odyssey administers.
Maintain detailed records of customer interactions and transactions.
Collaborate with team members to improve processes and enhance the customer experience for diverse communities.
Participate in training and development opportunities to enhance skills.
Meet performance targets and contribute to team goals.
Stay up-to-date with company policies and product knowledge.

Full professional fluency in English and Spanish (written and verbal) — required.
Experience with Zendesk or a similar contact management system is required.
3+ years of experience in a customer support role.
Excellent verbal and written communication skills in both languages.
Strong problem-solving abilities and attention to detail.
Customer-focused with a positive attitude and professional demeanor.
Ability to work independently and as part of a distributed team.
Proficiency in using customer support software and tools.
High school diploma or equivalent; additional education or certifications are a plus.
Preference is given to those who reside in Texas, Utah, Georgia, Louisiana, Iowa, Wyoming, or New York.

Bi-lingual Support Specialist, English/Spanish

Key skills