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 Bilingual Customer Service Representative - Boston, Massachusetts, United States

Job information
Posted by: LevelUp 
Hiring entity type: Computer, Software 
Work authorization: Existing work authorization required for United States
Position type: Direct Hire, Full-Time 
Compensation: US$48000 - 52000
Benefits: 401(k) -
Health Insurance -
Paid Vacation -
Relocation: No relocation assistance provided 
Position functions: Administrative - Other
Customer service & support
Travel: Minimal 
Accept candidates: in same state/locale 
Languages: English - Conversational
Spanish - Conversational
Minimum education: Bachelor Degree 
Minimum years experience: N/A 
Resumes accepted in: English
Cover letter: No cover letter requested
Virtual interview questions: No questions which require answers when applying for this job posting.
Job code: / Latpro-3576431 
Date posted: Oct-26-2017
State, Zip: Massachusetts, 02110


Each Support Genius serves as the point of contact supporting the LevelUp platform for users, merchants, partners, and internal teams. This role will provide the opportunity to learn and own specialty areas, expand your knowledge and responsibilities, work on projects across various departments within the organization, grow within our team and organization, and influence the optimization of our processes, all while helping customers and working with a tight-knit team. This candidate will also be helping us expand our support to include Spanish-speaking customers and merchants!

All new team members will join a pool of Support Geniuses in Training for the first 90 days and are then slated for a specific squad (LevelUp & Agency Support or Chase Pay Support) depending on the team's needs. The agent may also work as a Special Ops agent if there are no openings at the 90-day mark. Special Ops Support Geniuses will work on phones/tickets for half of the day, and special projects from other departments for the other half of their day, until there is an opening on a specific squad that they then move into.

Job Responsibilities

  • Focus on excellent customer service while troubleshooting and solving issues, and explaining our platform
  • Provide technical and customer support in English and Spanish, via phone and tickets/emails
  • Collaborate to identify and implement solutions to technical requests from users and merchants, escalating issues when necessary
  • Accurately document requests while adhering to Support protocols
  • Validate and translate user and merchant requests into feedback for the platform
  • Maintain an up-to-date and comprehensive knowledge of the product
  • Participate in the support team on-call rotation for mornings (from 7am) and nights (until 11pm) to provide support and improve response time outside of normal business hours



  • Experience in customer service, foodservice, tech support, or another role that honed great people skills
  • Fluent in spoken and written Spanish, including knowledge of technical terms and/or experience providing technical or customer support in both English and Spanish
  • Strong written and verbal communication skills, in both English and Spanish, with the ability to tailor messages
  • Flexibility and adaptability like ‘whoa’; day-to-day tasks will change quickly
  • Radiate awesomeness at all times: show a positive attitude and confidence, be team-oriented, have a sense of humor

Bonus Points

  • Desire to know everything about everything all of the time
  • Love solving problems and helping people walk away happy
  • Knowledge and interest in mobile apps and/or payments
  • Experience working in a startup environment and/or helping run a restaurant
  • Extensive appreciation for donuts, GIFs, and/or banter

Benefits & Perks

  • Free lunch every day, either catered by LevelUp merchants or paid with credit on the app
  • A never-ending supply of coffee beans to make whatever satiates your pallet (Americano, Latte, Espresso, Regular Cup O Joe, even tea, and cocoa)
  • Unbelievable Benefits Package including Medical, Dental, Vision, Disability and Life Insurance, fully paid for by LevelUp and 401(k) with company match
  • Convenient access to the MBTA via red, green, or orange line (Downtown Crossing, State, and South Station are each about 1-2 blocks away)
  • Opportunities for learning and growth, plus magic missile or a bonus feat at Level 2 and higher

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.