Bilingual Multi-Channel Ops Assistant
Budget / SalaryHourly project
TypeFreelance project
LocationRemote
Posted1 hour ago
Join our dynamic team as an Expert Bilingual Operations Assistant, providing fractional, on-demand support for our thriving tutoring and residential cleaning businesses. We are seeking a professional fluent in both English and Spanish to sit at the center of our day-to-day operations. Your voice and written replies will be the first thing our customers, field technicians, and leadership team hear or read, so phonetic clarity and professionalism are non-negotiable.
Here’s what the work looks like in practice:
• Live Phone Support: Answer and triage incoming calls, resolving straightforward customer inquiries yourself and escalating complex operational problems to the right internal contact.
• Real-time SMS Responses: Keep conversations moving smoothly across our text queues, as many of our field staff and clients rely heavily on text updates.
• Email Queue Management: Monitor shared inboxes, draft replies, flag urgent threads, and keep response times exceptionally tight.
• Social Media Account Oversight: Handle light monitoring and publishing of content across Facebook, Instagram, and TikTok, ensuring no DMs or public comments go unanswered.
• Streamled Reporting: Compile concise daily summaries of any escalations or communication trends you notice for corporate leadership.
We provide the VoIP soft-phone, web-based SMS tool, and shared inbox platform. You bring flawless Spanish/English communication, a calm phone presence, and the knack for juggling multiple channels at once without dropping the ball. Comfort with platforms like Bubble, Salesforce, and Twilio is a major plus.
MANDATORY APPLICATION INSTRUCTIONS — READ BEFORE APPLYING
To filter out automated spam and verify verbal communication clarity, text-only applications will be automatically archived. To be considered, you MUST attach a link to a 60-second voice recording (using Vocaroo, Loom, or a platform audio tool) reading the exact script below:
[ENGLISH SCRIPT]:
"Hello, thank you for calling. I can certainly help look into that scheduling issue and update your account details right away. Let me confirm the available times for our field team so we can get this resolved for you."
[SPANISH SCRIPT]:
"Hola, buenas tardes. Me estoy comunicando para confirmar los detalles de su horario de trabajo de hoy y asegurarme de que todo el equipo tenga la información correcta en el sistema."
[SPONTANEOUS SPEECH]:
Spend the remaining 30 seconds of the recording spontaneously explaining your direct experience managing high-volume communication queues or working under a per-minute active-hours billing structure without reading a script.
CRITICAL CONTRACT & TRACKING PROTOCOL
• Active-Hours Only Structure: This is a strictly fractional, on-demand position. You will only bill for the exact minutes spent actively processing communications, managing workflows, or creating marketing material. We utilize strict desktop activity tracking diaries (including activity metrics and randomized screenshots). We do not pay for idle time, desk-waiting, or passive "on-call" hours when queues ar
Here’s what the work looks like in practice:
• Live Phone Support: Answer and triage incoming calls, resolving straightforward customer inquiries yourself and escalating complex operational problems to the right internal contact.
• Real-time SMS Responses: Keep conversations moving smoothly across our text queues, as many of our field staff and clients rely heavily on text updates.
• Email Queue Management: Monitor shared inboxes, draft replies, flag urgent threads, and keep response times exceptionally tight.
• Social Media Account Oversight: Handle light monitoring and publishing of content across Facebook, Instagram, and TikTok, ensuring no DMs or public comments go unanswered.
• Streamled Reporting: Compile concise daily summaries of any escalations or communication trends you notice for corporate leadership.
We provide the VoIP soft-phone, web-based SMS tool, and shared inbox platform. You bring flawless Spanish/English communication, a calm phone presence, and the knack for juggling multiple channels at once without dropping the ball. Comfort with platforms like Bubble, Salesforce, and Twilio is a major plus.
MANDATORY APPLICATION INSTRUCTIONS — READ BEFORE APPLYING
To filter out automated spam and verify verbal communication clarity, text-only applications will be automatically archived. To be considered, you MUST attach a link to a 60-second voice recording (using Vocaroo, Loom, or a platform audio tool) reading the exact script below:
[ENGLISH SCRIPT]:
"Hello, thank you for calling. I can certainly help look into that scheduling issue and update your account details right away. Let me confirm the available times for our field team so we can get this resolved for you."
[SPANISH SCRIPT]:
"Hola, buenas tardes. Me estoy comunicando para confirmar los detalles de su horario de trabajo de hoy y asegurarme de que todo el equipo tenga la información correcta en el sistema."
[SPONTANEOUS SPEECH]:
Spend the remaining 30 seconds of the recording spontaneously explaining your direct experience managing high-volume communication queues or working under a per-minute active-hours billing structure without reading a script.
CRITICAL CONTRACT & TRACKING PROTOCOL
• Active-Hours Only Structure: This is a strictly fractional, on-demand position. You will only bill for the exact minutes spent actively processing communications, managing workflows, or creating marketing material. We utilize strict desktop activity tracking diaries (including activity metrics and randomized screenshots). We do not pay for idle time, desk-waiting, or passive "on-call" hours when queues ar
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