Customer Experience Specialist (English & Spanish) (PST-based)

Spanish & English Customer Experience Specialist - Aura Frames

 

US-based (Remote / Home Office) | Full Time | PST

Languages Required: Fluent in English, Spanish (essential)

Eligibility: Must have indefinite leave to remain and the right to work in the US

 

WHAT WE DO

Aura connects people around the world through a brilliant photo-sharing experience. Aura’s easy-to-use mobile app (iOS and Android) and beautifully designed WiFi-connected digital photo frames provide an effortless, private, and secure way to share photos with family and friends globally.

Since launching in 2016, Aura has experienced significant growth and recognition, including being named one of Oprah’s Favorite Things. Aura products are available across the US, Canada, UK, France, Mexico, and Germany via our website and major retailers.

WHO WE ARE

Founded by two early Twitter engineers, Aura began as a software company focused on connection and joy. Today, we deliver a seamless experience combining mobile and backend software with premium and beautiful consumer electronics.

We unlock the meaningful photos stored on smartphones and bring them to life. Innovation and technology drive everything we do, always with the goal of bringing families and friends closer together.

Our global team is based in NYC, San Francisco, Shenzhen, and remotely across the world.

THE ROLE: CUSTOMER EXPERIENCE SPECIALIST (CES)

As a Customer Experience Specialist, you will support customers via email, phone, and chat, delivering a high-quality, human-first experience, making them feel like family

You will handle a full range of customer queries in a solution-focused, customer-centric way, including:

• Pre-sales product inquiries
• Order support and tracking
• Explaining product features and usability
• App, frame, and WiFi troubleshooting
• Warranty support and returns

You will also work with your team members and other departments to represent the voice of our customers (VoC) and to continuously improve our processes and products. Collaborate with Product, Engineering, and Operations to improve customer experience and reduce friction points.

WHO WE ARE LOOKING FOR

Our customers are individuals with individual needs, not numbers or ‘support tickets’.

This role is ideal for someone who:

• Enjoys problem-solving and communicating with customers
• Treats customers as individuals, not tickets
• Thrives in a fast-paced, evolving startup environment
• Has a technical and analytical mindset
• Is motivated by customer satisfaction scores (CSAT performance)
• Is proactive in improving processes, tools, and documentation

You should be comfortable troubleshooting across apps, mobile devices, WiFi/router setups, and hardware products.

This is a remote US-based role, working West Coast hours (9 am - 6 pm PST). 

KEY REQUIREMENTS (ESSENTIAL SKILLS)

• Fluent in English and Spanish (written & spoken)
• 1+ year customer support experience (email/chat/phone environment)
• Experience with Zendesk or similar CRM tools
• Strong communication and empathy skills
• Technical aptitude (iOS / Android apps, connectivity troubleshooting)
• High attention to detail and problem-solving ability
• Comfortable learning new tools, systems, and technologies quickly
• Flexibility to work 2–5 weekends during peak periods

BONUS SKILLS (DESIRABLE)

• Help center/knowledge base content creation (FAQs, guides)
• Translation, localization, or multilingual content workflows
• Experience using AI tools in customer support (automation, macros, chatbots)
• Order support and fulfillment experience

WHAT’S IN IT FOR YOU?

At Aura, we believe in creating a great work environment so you are set up to succeed in your job and do the best work of your career. We have offices in New York City and San Francisco. We offer the following benefits to all full-time Aura employees based in the U.S.:

 

• Compensation for this role will be in the $55,000 - $70,000 range.
• Competitive compensation, including an employer-sponsored 401(k) — and we fully match the first 4% of contributions
• Comprehensive health plans: we pay up to 100% of the premium for employees and ~50% for families
• Generous stock option program, which begins vesting after 1 year at the company
• Flexible tim