Basque/English Customer Support Specialist

About the Role
Be the voice of a global entertainment brand for Basque-speaking members. You will help people enjoy their experience by resolving their questions quickly, warmly, and accurately, in their own language.

What You'll Do

• Support members in Basque and English via chat, email, and phone
• Resolve issues related to account access, billing and payments, subscriptions, and plan changes
• Troubleshoot playback, app, and device problems
• Explain features, policies, and account options clearly
• Aim to resolve each case on first contact and leave every member feeling heard
• Escalate complex or technical cases to the right teams with clear, accurate documentation
• Follow up on open cases and keep records up to date
• Meet quality, efficiency, and customer satisfaction targets

What You Bring

• Native or fluent Basque, written and spoken
• English at C2 level, written and spoken
• Previous experience in customer support or a customer-facing role is a plus
• Strong troubleshooting and problem-solving skills
• Clear, empathetic communication, especially when a customer is frustrated
• Comfort with multiple support channels and digital tools
• Reliable home internet and a quiet, dedicated workspace
• Ability to stay organized and self-driven in a remote setup
• Legal right to work in the country of employment

Why You'll Love This Role

• Fully remote: work from the comfort of your home
• Paid training: full onboarding and product training from day one
• Global brand: support a product people around the world know and love
• Use your language: your Basque skills are a core part of the job, not a side note
• Career growth: clear paths into specialist, quality, training, and team lead roles
• Supportive team: collaborative colleagues and coaching to help you succeed
• Performance recognition: your results are seen and rewarded
• Stable employment: a structured contract with a reputable employer