Impact

As a Bilingual Customer Care Specialist who is fluent in both English and Spanish, in Birmingham HQ, you will provide top-tier support via call, chat and email to our Spanish-speaking Members, Shoppers, Retailers and Partners.

As a member of our team, you will play a vital role in ensuring that we provide exceptional customer service experiences to our users. You will be responsible for duties of a traditional support team member (at times); including calls, chats and email as determined by the needs of the business. You will uphold call, chat, and email SLAs and manage outbound call request on slack channels providing 55% internal communication (Shipt HQ/Shoppers) and 45% external communication (customer, retail partner escalations).

You may also be used to support new innovation initiatives (small and large scale) as needed (example: Specialized Customer Support provides the support to the general operations team initiatives including Partner and Retailer Support, Driven, Member and Shopper Support, and Market Optimization)

While no two days are the same you will deliver on established goals and objectives of the team's core responsibilities. You will serve as an expert in the following functions: Partner/Retailer Calls and Chats, Outbound Communication, Support emails, Member Feedback Surveys, Shopper Pay emails, Shopper Account Verification and other determined areas requiring Bilingual support. You will advocate for our Spanish cohort of Members, Shoppers, Retailers and Partners and work alongside leaders to identify process improvements for our Spanish speaking customers. You will in addition provide relief and support for teams throughout Shipt (different than that of a Support Specialist), including Operations, Experience Team, and Partner Success.

• You have excellent verbal and written communications skills required in both English and Spanish

• You are bilingual and able to read, write and speak Spanish proficiently

• You have 6+ months previous call center experience, or 6+ months telephonic sales support experience

• You have previous customer support experience (Bachelor's Degree not required, but preferred)

• You must be comfortable conversing in Spanish ~75% of the time via voice, chat, and email

• You have schedule flexibility - team members will be required to work varying schedules depending on business need. Scheduled shifts fluctuate from as early as 7am start times, and as late as 10pm end times. Weekend work is also expected. This is a full-time, 40 hour workweek position.

• You have strong communication skills and the ability to multitask

• You are detail oriented and able to work effectively with minimal oversight

• You are adaptable and able to navigate change effectively
   

The Bilingual Customer Care Specialist role expects that all team members be flexible and willing to work a variety of shifts based on business needs. The "office hours" for the Customer Care team are Monday - Sunday, 7 AM - 10 PM. Scheduling come with a one-hour unpaid break and two 15-minute paid breaks. The daily schedule for these shifts can be anywhere between 7 AM - 10 PM. A few examples of the 8-hour shift include 6 AM - 3 PM, 11 AM - 8 PM, 9 AM - 6 PM, 1 PM - 10 PM. All shifts will have a minimum of 10 hours in between shifts.



 

Pay Range: $23.56- $23.85 

Please note that the salary range above is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.

Skills & Education

This list includes key skills used in this job but is not inclusive of all skills needed for the role. Please see any required education below.

Call Center, Customer Service, Multitasking, Spanish Language, Written Communication

 

 

Work Arrangement

Shipt considers candidates located near a Shipt office or workspace in Birmingham, San Francisco, or Minneapolis to be hybrid, which means that they have the flexibility to work from home (with leader approval) or at a Shipt office in order to facilitate the ability to innovate, collaborate, and spark team connections. In-office expectations will vary by role and leader.  Certain roles may require in-office presence on a full-time basis. Please work with your recruiter to learn more about the classification of this role.

About Shipt

Shipt is a retail tech company that connects people to reliable, high-quality delivery with a personal touch. Shipt connects customers to the things they want from t