Customer Service Agent (Moderation & Engagement): Spanish

Customer Service | Social Media | Community Manager | Portugal` | Remote | Global team | Spanish

BE PART OF OUR GLOBAL TEAM AND MAKE AN IMPACT HERE AT BRICKBRANDS!     

BrickBrands is a fast-growing company offering a lot of opportunities and valuable learning experiences that open doors for talented individuals to be a part of our global team. We embrace and promote diversity and inclusivity, the first step in building better relationships and conversations. Thus BrickBrands is always on the lookout for self-starters with the passion to excel and to join us in our mission: Create opportunities for brands and communities to speak. 

As part of a fast-paced environment, the need for additional resources appears constantly. Therefore we aim to build a pool of talented individuals and have our very own ongoing recruitment. Searching for individuals who are highly interested in social media, marketing, and customer experience to be a part of the global environment and learn the BrickBrands Way.

Summary of the Role

As a Customer Service Agent, you will be the front line of communication between brands and their customers across multiple digital platforms.

A key part of this role is handling high volumes of customer comments & reviews, including negative and critical feedback. You should be comfortable navigating sensitive situations, responding with empathy, and protecting the brand’s voice and reputation.

This role requires someone who is proactive, resourceful, and confident working independently. You will be expected to seek out information, use available materials, and ask the right questions when needed to ensure accurate and thoughtful responses.

Here’s What You Will Do:

• Actively monitor and engage with customer reviews, comments, mentions (and more) across different platforms, with strong judgment, context awareness, and the right brand tone, while providing clear and helpful responses about the client’s products.
• Respond to potential customers via public responses, chat, email, direct messages, and app store review sections.
• Quickly identify trends or issues within customer communications (whether text, memes, or media) and stay updated on current social media and app store lingo and share them with the team.
• Moderate reviews and comments on the client’s apps and platforms, ensuring content adheres to brand guidelines and policies.
• Analyze user feedback to make informed decisions about moderating or escalating issues in a timely manner.
• Work closely with the client to ensure their app communities are safe and align with brand values and user guidelines.
• Maintain regular communication with your manager to address questions, resolve issues, and provide updates.
• Addresses public and private customer care issues across social
• Contributing to consistent quality across shifts (tone, accuracy, decision-making)

Here’s What You Will Need:

• A High School Diploma or equivalent
• A personal PC/laptop with a working webcam
• A good working home environment with a stable internet connection
• 2+ years of experience in social care, community management, CX support, or digital customer service
• Fluent in English & Portuguese, both written and oral
• Strong verbal communication & writing skills (friendly, clear, and socially native)
• Residing in Portugal
• General knowledge and interest in various social media platforms  
• Experience as a content moderator / engaging in all social media platforms is a plus!
• The ability to work an 8-hour shift, on a rotating schedule
• Calm under pressure and confident in high-visibility comment sections
• Organized, accountable, and consistent 

Nice to Have:

• Spanish fluency of B1 and above
• Familiarity with creative or technical digital products (design, photo/video editing, productivity tools, generative AI tools)
• Experience working within a CRM, or social tools such as Sprout, Sprinklr etc. 
• Experience supporting subscription-based or SaaS products

The Perks BrickBrands Offers:

• 100% Remote position
• Continuous learning experience & career growth opportunities
• Offers competitive compensation based on location market rates
• A great opportunity to work with some of the world’s coolest and most innovative brands
• A welcoming environment where even your feedback and suggestions are all being taken into consideration
• Enjoy working in a diverse & global team environment - BrickBrands team members come from different backgrounds

BrickBrands team is looking for a self-starter to join our global team, an individual that loves social media with a passion for communication. If this is you, we kindly ask you send your CV in English (EN)