Bilingual Customer Support Representative

Job Description

This position requires strong customer service knowledge, organizational, deductive-reasoning and diplomacy skills. We are looking for a self-starter, people-friendly, detail-oriented individual with a strong practical understanding of the Ketogenic Lifestyle.

Language: Fluent in English and Spanish
Location: This position works remotely from a home office approximately 5 days a week, ideally in the Eastern or Atlantic Time Zone.
Optimal Schedule: Saturday, Sunday, Monday, Tuesday & Wednesday 8 am – 5pm AST
Salary: Contracted Hourly

Some flexibility in hours based on company needs is highly desired.


  • Create and maintain all aspects of customer account operations, including placing, editing, and tracking orders and any returns
  • Resolve customer issues via chat, email, phone, or social media channels
  • Work to find resolutions that are satisfactory to both the client and the company
  • Troubleshoot product and information issues
  • Utilize creative problem resolution tactics
  • Ensure all client concerns are addressed in a timely and professional manner
  • Demonstrate empathy, understanding and warmth in dealing with customer’s concerns and questions
  • Assess and effectively prioritize the needs of the customer so that you can give educated product recommendations
  • Exceed every customer’s expectations, we aim for 5 star reviews from all of our customers
  • Work autonomously, multi-task as well as be a solid team player
  • Coordinate with the Marketing and Business Operations Teams
  • Participate in the weekly Wednesday Zoom (teleconference) team meeting

Experience & Qualifications

  • College degree preferred
  • 2+ years customer service experience
  • Bilingual in Spanish is required
  • Strong written and verbal skills in both English and Spanish
  • Proven ability to create and maintain professional relationships with clients
  • Exceptional problem-solving/trouble shooting and listening skills
  • Complete understanding of the process of ketosis and blood ketones and glucose
  • Practical knowledge of testing with a ketone and glucose meter
  • Expert knowledge of the Keto-Mojo meter system
  • Excellent Communication skills
  • Able to self-prioritize and multi-task while also having attention to detail
  • Willingness to thrive in a fast-paced environment
  • Living a keto lifestyle is not a requirement but is preferred
  • Computer knowledge: Mac or PC, Microsoft Suite
  • Knowledge of the following Platforms is helpful:
    • Customer Support: Gorgias and Air Call
    • Sales: Shopify, Amazon, eBay
    • Social Media: Facebook, Instagram, Twitter
    • Team Communication: Slack, monday.com, Zoom
  • Strong internet connection

Attributes & Values

  • Resourceful: As a startup, we all wear many hats.  What we don’t know, we figure out.  We’re creative problem solvers.
  • Collaborative: We may not work together in one office but we work closely together to achieve our goals. Mutual respect, collaboration and communication are important.
  • Fun: We’re serious about what we do but we don’t take ourselves too seriously. It’s important to have a good work/life balance.
  • Patient Listener: It’s important that we listen and give the customer the opportunity to fully express their needs. We need to ensure that they are completely satisfied before closing out with them.
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