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Customer Support Representative (Costa Rica) - Mandarin Speaking

Owner.com· CX
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Remote$20kFull-timePosted 2d ago

About the role

Customer Support Representative role for Mandarin-speaking agents in a remote Costa Rica setting, delivering high-volume bilingual support to restaurant owners and guests, with a focus on empathetic, solution-focused service and end-to-end issue resolution.

Responsibilities

  • Consistently deliver a hospitality-driven, empathetic call and message tone that reflects Owner’s standards for care, professionalism, and respect, even in high-pressure or emotionally charged situations
  • Deliver timely, accurate, and empathetic support across a high volume of inbound phone calls, as well as some chats and emails from restaurant owners and their guests
  • Effectively manage multiple concurrent conversations and tasks, maintaining strong organization, prioritization, and follow-through across all workstreams
  • Take ownership of complex or high-priority issues, using structured problem-solving, sound judgment, and clear communication to drive resolution
  • Consistently meet or exceed a 90%+ customer satisfaction score while maintaining quality and accuracy
  • Document customer interactions clearly and thoroughly in Salesforce to ensure continuity, visibility, and accountability
  • Collaborate closely with teammates in Slack to provide consistent, high-quality support and a strong team experience
  • Share knowledge, feedback, and best practices that raise the bar for the entire support team
  • Identify patterns and recurring issues, and surface insights that help improve tools, processes, and documentation for customers and internal teams

Qualifications

  • 3-5+ years of customer support or customer service experience, ideally in a B2B SaaS, technology, e-commerce, internet, or software-driven environment
  • Proven success in a high-volume, fast-paced support role with clear performance expectations
  • Fluency in Spanish and English (C1/C2), with strong written and verbal communication skills in both languages
  • Experience handling escalations and complex customer issues with professionalism, empathy, and sound judgment
  • Demonstrated ability to support teammates through mentoring, training, or serving as a subject-matter expert
  • Experience working in a CRM environment (Salesforce preferred), and familiarity with telephony systems such as Intercom, TalkDesk, or similar tools
  • Strong organizational skills with the ability to prioritize effectively, manage multiple active cases simultaneously, and maintain accuracy under pressure
  • Ability to stay calm, respectful, and solution-oriented in time-sensitive or high-pressure situations
  • A reliable home workspace with stable, high-speed internet and minimal background noise

Skills

Required:Bilingual communication (English and Spanish)Customer support in high-volume environmentsCRM (Salesforce) proficiencyMultitasking and time managementEmpathy and conflict resolution

Benefits

  • Comprehensive health coverage
  • Remote work flexibility
  • Work-from-home stipend
  • Unlimited paid time off (PTO)
  • Extra perks and fun benefits
  • Paid training period (4-6 weeks)
  • Company-provided laptop
Last updated Oct 24, 2026. Interested? Apply on the company site.

About Owner.com

Online Ordering and Restaurant Marketing System | Owner.com

Restaurant WebsiteRestaurant SEOOnline OrderingLoyalty & RewardsBranded Restaurant AppEmail & SMS MarketingPush Notifications MarketingDelivery
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