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Bilingual Customer Support Representative - Spanish

About the role

As a Customer Support Representative, you will work with our customers on a daily basis to respond to various requests, questions and issues.  This is an entry level role requiring strong empathy for users and a lot of patience. A strong technical acumen will prove very helpful in your growth and ability to succeed in this role.  You will work with a variety of users and collaborate intimately with the product, customer success and sales teams. The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills. This role is designed to create a clear path into the specialist/implementation team so an interest in training customers and travelling to implement the product is required.  This position is for the “evening shift” which is 2pm - 10pm ET (11am -7pm PT), this position can be remote so working hours will vary accordingly. 

Read what it's like to work on the Customer Success Team at ALICE.



  • Maintaining a positive, empathetic and professional attitude toward customers at all times.
  • Responding promptly to customer inquiries
  • Engage and build customer loyalty by delivering above-and-beyond hospitality via email, phone and other digital communications.
  • Act as a main point of contact for customer hospitality via digital channels and ensure timely responses to customers.
  • Knowing our products inside and out so that you can answer questions.
  • Keeping records of customer interactions, transactions, comments and complaints.
  • Communicating and coordinating with colleagues as necessary.
  • Providing feedback on the efficiency of the customer service process.
  • Ensure customer satisfaction and provide professional customer support.


Relevant past experience

  • Bachelor’s degree
  • 0-2 years of customer facing experience
  • Excellent organizational, presentation and communication skills.
  • Strong written and verbal communication skills in both English and Spanish.
  • Basic SQL knowledge and/or willingness to learn is strongly preferred. 
  • Proficiency in working with Microsoft Office, particularly Excel. 
  • Experience in G-Suite (Google Docs, Gmail) a plus.
  • Nice to have: experience supporting customers at a software company.
  • Nice to have: Hospitality, or training/onboarding experience.


About ALICE:

ALICE is a hotel operations platform that empowers operational excellence and meaningful guest experiences. By bringing all hotel departments together with a single operations platform for internal communication and task management, ALICE helps hotel staff act as a team to provide consistently excellent service. Since the company was founded in 2013, ALICE has gained significant traction in the industry, working with more than 2,500 hotels and tens of thousands of hotel staff across many of the world’s leading brands, including Marriott International, Hilton Hotels & Resorts, Hyatt Hotels Corporation, Viceroy Hotel Group, Firmdale Hotels, Dream Hotel Group, Fairmont Hotels & Resorts, and The Leading Hotels of the World. The company acquired concierge technology provider GoConcierge in 2017. ALICE is the Forbes Travel Guide Brand Official Staff Technology Platform, an Inc. Best Workplaces of 2019, and winner of Best Place to Work in Hotel Technology, Best Concierge Software, Best Engineering & Facilities Management, Best Guest App and Top Staff Task Management & Collaboration Platform at the 2019 HotelTechAwards.


Compensation and Benefits:

  • Competitive Salary
  • Flexible Time Off
  • Wonderful Office and Remote Environment
  • Team Events


You will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status

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