The Bilingual (English/Spanish) Client Support Representative role is ideal for career-minded individuals who want to grow beyond a call centre job - to a true team environment, working directly with colleagues in North America. If you're hungry to learn, driven to get results, want real client facing responsibilities, and an opportunity to improve your English and build your confidence, this role is for you.
Who we are
Private Footprint is a Canadian-based legal tech SaaS company that helps law firms get access to their clients’ social media content in order to protect their cases. We deliver this unique service through our user-friendly technology and excellent personal client support.
Why Join Us?
Are you ready to make a real impact and feel like you belong to team? We are seeking 2 bilingual (English B2+/Spanish) Client Support Representatives to assist law firms and their clients who use our service. Your role will be instrumental in helping us succeed by guiding users and resolving support-related questions with clarity, patience, and professionalism.
This is not a call centre job. You will be working directly as a colleague of our Canadian team. We are a small but friendly, driven, fair, and fun team. We hold ourselves to a high standard and so should you. We want you to grow with us over time and help us achieve success.
This is a unique opportunity to work in a high-value, customer-focused environment outside of the call center model. You’ll receive training, enjoy stability, and build relationships with law firms across North America.
About the Role
Start Date: December 1, 2025
Indefinite-term contract
This is a remote, full-time position aligned with U.S. business hours (covering both Eastern and Pacific time zones which will shift 1 hour with daylight savings).
You will assist law firms and their clients in using our platform and completing their required tasks. The support will be carried out via, phone call, video call, chat, and/or screensharing. This role focuses on guiding users through simple platform steps and resolving support-related questions with clarity, patience, and professionalism.
Key Responsibilities
- Assist clients and law firms through phone, email, and chat support tickets
- Ensure each support task is followed through to completion. Follow up with clients until matter is resolved
- Deliver clear, courteous, and accurate answers to platform-related questions
- Log support interactions in a ticketing system (training will be provided)
- Escalate complex or unresolved issues to internal support or technical teams
Schedule
- Fixed schedule. 42 Hours per week with 30 minutes paid daily lunch break
- Position 1: Monday to Friday 9:00am to 5:00pm (Eastern Time)
- Position 2: Monday to Friday 1:00pm to 9:00pm (Eastern Time)
- Saturday and Sunday Off (once or twice a month you might have to schedule a support call on a Saturday – but that would be by appointment only – and your week will not exceed 42 hours.)
Compensation and Perks
- COP 2.700.000 monthly salary + COP 200.000 internet allowance
- Weekends off (Saturday and Sunday)
- Full-time, indefinite contract with stability
- Paid 2-week in-person training in Medellín (we want to meet you in person)
- Work from home after 2-week training (will provide transportation cost during training in Medellin)
- Opportunity to work with U.S. and Canadian law firms
- Opportunity to improve your English and build your confidence
- Professional environment, not a call center
- Supportive, collaborative team culture
Skills and Attributes You Must Have
- Fluent in both English (B2+) and Spanish, with strong verbal and written communication skills.
- At least 1 year of experience in customer service (CSR).
- Must follow U.S. holiday schedule.
- Minimum education: Baccalaureate / Secondary Education.
- Proactive attitude and ability to solve problems autonomously.
- Reliable internet connection at home.
- Quiet, distraction-free work environment.
- Maturity, strong attention to detail, patience, and professionalism, especially when assisting non-technical users.
Preferred Skills and Knowledge
- College/University graduate.
- An avid user of social media including Facebook, Instagram, TikTok, Twitter (X), YouTube.
- Familiarity with support ticketing systems such as HubSpot, Zendesk, or similar.
- Experience supporting SaaS tools or software.
Apply now and start a rewarding career helping clients and law firms succeed with Private Footprint!
Apply Now
