Overview

As a Bilingual Help Desk Operations Specialist, you will play a critical role in delivering a seamless, responsive customer experience by managing inbound Help Desk inquiries, triaging requests, and ensuring issues are routed to the right teams quickly and efficiently. This role serves as the operational front door to the Customer Experience organization, helping employees, HR teams, and customers navigate questions related to leave support, product support, and general account needs. The ideal candidate is highly organized, customer-oriented, systems-minded, and comfortable balancing responsiveness with operational efficiency. In addition to ticket management, this role will partner closely with the Customer & Growth Operations Manager to improve Help Desk workflows, support automation initiatives, refine AI-driven customer experiences, and maintain high-quality Help Center content.

Day in the Life

• Help Desk Management & Customer Support

  • Respond to inbound customer, employee, and HR inquiries through the Help Desk in a timely, professional, and empathetic manner

  • Serve as the first line of response for customer inquiries, resolving issues directly whenever possible

  • Triage and route tickets to the appropriate teams, specialists, or escalation paths to ensure efficient resolution

  • Monitor Help Desk queues to ensure tickets are progressing appropriately and service level expectations are met

  • Identify trends, recurring issues, and friction points impacting customer experience

• Ticket Triage & Escalation Management

  • Assess incoming requests and determine the appropriate owner, priority level, and next steps

  • Escalate urgent, sensitive, or high-impact customer concerns to leadership teams when appropriate

  • Partner cross-functionally with Leave Specialists, Technical Support, Payroll, Compliance, Customer Success, and Leadership to coordinate issue resolution

  • Proactively flag at-risk customer experiences, communication gaps, or operational concerns

• AI, Automation & Workflow Optimization

  • Assist in building, refining, and improving our AI customer support agent to increase efficiency and improve customer outcomes

  • Help identify opportunities for automation across customer workflows and Help Desk operations

  • Partner on testing, documenting, and refining new workflows, processes, and operational improvements

  • Support ongoing efforts to reduce manual work and improve response times through operational efficiencies

• Help Center & Knowledge Management

  • Help maintain, review, and improve Help Center documentation to ensure accuracy, clarity, and usefulness

  • Identify documentation gaps and recommend updates based on recurring customer questions

  • Assist with SOP creation and ongoing process documentation to support operational consistency

• Customer Outreach & Follow-Up

• Occasionally, contact employees or customers by phone to gather additional information, clarify requests, or assist with issue resolution

• Provide a calm, empathetic, and professional customer experience, particularly in sensitive situations

Must Haves

• 2+ years of experience in customer support, customer operations, help desk, customer success, leave administration, HR support, or a related operational role preferred

• Professional working proficiency in both English and Spanish (written and verbal) is required to support Spanish-speaking clients and partners effectively.

• Strong written and verbal communication skills with a customer-first mindset

• Exceptional organization skills and ability to manage multiple priorities in a fast-paced environment

• Strong judgment and problem-solving skills with the ability to triage effectively

• Comfortable learning and improving systems, workflows, and technology

• Experience working within Help Desk or ticketing systems (HubSpot, Zendesk, Salesforce Service Cloud, etc.) preferred

• Comfortable with AI tools, workflow automation, knowledge bases, or operational systems

• Comfortable handling occasional phone conversations with employees and customers

Position Details

• Pay Rate: $27/hour

• Schedule:

  • Training: 4-6 weeks | Monday - Friday 8am - 5pm MST

  • Post-Training: Monday - Friday 8am - 5pm in MST or CST

What's in it for you?

• 100% remote

• Equipment provided

• Health | Dental | Vision Insurance enrollment

• Short-Term Disability | Long-Term Disability

• Life Insurance

• PTO

• Yuna Health

• EAP

• 401k

• Perkspot

Compliance & Eligibility

• Background & Screenings: Successful candidates must complete and pass a background check prior to their start date

• Verification: In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

• Work Environment: Because this is a remote work role, you must have a private, dedicated workspace that enables you to work independently and without interruptions.

• Location: Due to specific position requirements, we cannot hire from the following locations for this opportunity: California, District of Columbia, Illinois, Montana, Rhode Island, OCONUS - EU Countries

EEO and Harassment Statement

Instant Teams provides equal employment opportunities (EEO) to all applicants, contractors, and employees without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. This policy applies to all terms and conditions of work, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Instant Teams expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Instant Teams’ contractors and employees to perform their job duties may result in discipline up to and including discharge.

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

From our military-connected to untapped talent communities, we welcome non-linear career paths and untraditional backgrounds and encourage applicants to apply even if they don't meet all the qualifications. If this role captivates you and speaks to your skills, apply away!