Bilingual Customer Experience Associate

Job Title: Bilingual Customer Experience Associate

Location: Bogotá, Colombia

Type of Contract: Full-Time

Salary Range: $1,000 USD/month

Language Requirements: Fluent in Spanish (B2+) and English (C1+)

We are seeking a skilled Bilingual Customer Experience Associate with strong communication and problem-solving skills to join our growing team. You will play a key role in supporting Spanish- and English-speaking customers and partner insurance agents, ensuring accurate information, resolving inquiries, and delivering exceptional service. Your work will directly impact customer satisfaction, partner relationships, and Ethos mission to protect families through accessible life insurance.

Key Responsibilities:

• Deliver excellent service in both Spanish and English via email, live chat, SMS, and phone.
• Accurately communicate policy status, agent compensation, and contract details.
• Develop strong knowledge of Ethos products and processes to effectively support customers and agents.
• Efficiently handle customer and agent requests within defined service levels.
• Build rapport and maintain trust through clear, transparent communication.
• Collaborate with account managers to act as a resource for partnership support.
• Meet individual and team performance goals while identifying opportunities for process improvements.

Must-Have Qualifications:

• 13 years of experience in bilingual customer support, customer success, operations, or a related role.
• Fluency in Spanish (minimum B2 level) and English (minimum C1 level), both verbal and written.
• Strong attention to detail, especially when managing agent compensation and contract information.
• Excellent phone presence, written communication, and multitasking abilities.
• Highly organized with strong time management and prioritization skills.
• Adaptability, resilience, and problem-solving mindset in a fast-changing environment.

Preferred Qualifications:

• Bachelors degree in a related field.
• Experience in the life insurance industry or financial services.
• Familiarity with Salesforce or equivalent support/help desk software.
• Strong intellectual curiosity and continuous improvement mindset.