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