Bilingual Customer Experience Associate

About the role

You will serve customers of United States and Canadian companies across voice, chat, email and social channels, switching between English and Spanish depending on the customer. Because Mexico shares the full working day with the United States, you will work standard hours aligned with the client rather than overnight shifts.

Key responsibilities

• Handle 50 to 80 customer interactions per shift across voice, chat, email, SMS and social channels
• Switch fluently between English and Spanish based on customer preference, without transferring the customer
• Resolve enquiries at first contact wherever possible, targeting first contact resolution of 75% or above
• Document every interaction completely and accurately in the client CRM
• Follow client brand voice guidelines and register standards in both languages
• Handle refunds, order modifications, subscription changes and billing disputes within authorised limits
• Update customer records in compliance with the LFPDPPP and client data handling requirements
• Escalate complex or high-severity issues following documented protocols
• Handle cancellations, complaints and service failures using de-escalation techniques
• Participate in daily huddles, quality calibration sessions and refresher training

Requirements

• Native or equivalent Spanish
• English at CEFR B2 or above, assessed across speaking, listening, reading and writing before offer
• Secondary education completed. Technical or university study in progress or completed is an advantage
• Ability to type at least 40 words per minute with 95% accuracy in both languages
• Comfort working in a Windows environment with multiple concurrent applications
• Availability for rotating shifts within US Central and Eastern coverage, including weekends
• Availability for a hybrid schedule based in Mexico City
• Valid Mexican identification and right to work (CURP and RFC)

Preferred

• Six months or more of contact centre, retail or customer-facing experience
• Experience with CRM platforms: Zendesk, Salesforce Service Cloud, Freshdesk, HubSpot, Intercom
• English at C1, which unlocks progression to team leader and trainer roles
• Experience in e-commerce, SaaS, financial services, healthcare or telecommunications
• Diaspora returners with United States or Canadian work experience

Career path

Bilingual CX Associate → Subject Matter Expert → Team Leader → Quality or Workforce Analyst → Operations Manager

What we offer

• Direct employment with Corpshore Mexico under the Federal Labour Law
• IMSS social security registration from day one
• INFONAVIT housing fund and retirement savings (SAR and Afore) as required by law
• Year-end bonus (aguinaldo) above the legal minimum
• Leave under the vacaciones dignas reform, with a vacation premium above the legal minimum
• Statutory profit sharing (PTU)
• Grocery vouchers and a savings fund with employer contribution
• Major medical insurance for eligible roles, with family cover options
• Paid initial training and continuous development throughout employment
• Sponsored professional certification for eligible roles (COPC, ITIL, Six Sigma, HDI, ICMI, technical and cloud certifications)
• Language development support, with a focus on progression from B2 to C1 in English
• Documented career path with internal promotion prioritised
• Staff wellbeing programme, including on-site psychological support for accounts handling sensitive content
• Access to career opportunities across the global Corpshore network