Customer Success Support Specialist (Spanish Speaking)

About Us At Hiya, we're making calls safe, useful, and human again. Voice is the most human form of communication, yet it's become one of the least trusted. Spam, scams, and AI manipulation have eroded what was once a simple way to connect. Hiya is changing that. Each month our AI voice technology analyzes 28+ billion calls, protecting over 550 million users and 800+ businesses worldwide. Partnering with a growing global network including, AT&T, Samsung, British Telecom EE, Rogers, MasOrange, Bell Canada, MasMovil, and Virgin Media O2, we're not just stopping bad actors, we're helping people feel good and confident about picking up the phone again. This is a pivotal moment for voice. As new threats and technologies accelerate, so does demand for trusted voice communication. Hiya is growing 40%+ year over year, expanding globally, and defining what voice becomes next. Join us. You won't just work on what voice is today, you'll shape what it becomes tomorrow: smarter, safer, and genuinely worth answering again. About The Role We’re growing fast in Spain and rethinking how support works at Hiya. Right now, our team handles a high volume of customer issues. At the same time, we’re building a more scalable, AI-driven support model. This role is key to making that happen. You’ll start by getting hands-on with real customer problems then quickly grow into helping us improve how support works at scale. WHAT YOU'LL DO - Resolve customer issues across Spanish and English markets (accounts, registrations, billing, product usage) - Troubleshoot problems end-to-end, understanding what’s broken and how to fix it - Decide when to solve independently vs escalate - Spot patterns in customer issues and flag recurring problems - Help improve how we handle support, from documentation to workflows to automation - You'll have real autonomy, work cross-functionally with Product and Engineering, and directly influence how the product evolves based on what you're hearing from customers every day. WHAT WE'RE LOOKING FOR This role is for someone early in their career who wants to learn fast and take ownership. - Fluent Spanish + Strong English - 1–3 years experience in SaaS or tech support - Experience with tools like Zendesk, Intercom, or Salesforce - Comfortable troubleshooting product issues (not just responding to tickets) - Basic understanding of how software works (APIs, integrations — no coding needed) You’ll do well here if you: - Like figuring things out, not just passing them on - Take responsibility for solving problems - Communicate clearly and confidently - Thrive in a fast-moving, sometimes ambiguous environment HOW WE WORK Hiya is not a passive environment. We expect people to take ownership, form opinions, and engage directly with hard problems. We work with a high degree of transparency and autonomy. Context is shared openly, and decisions are discussed, challenged, and then made. Once a call is made, we commit and move forward. You’ll be expected to work through ambiguity, weigh tradeoffs, and take responsibility for results, while keeping a high bar for quality and customer trust. Every team member at Hiya is expected to live our core values: - Serve, our customers and partners by holding a high bar for trust and quality - Own, share in success and open up to failures - Lead, listen, show up with a point of view but commit entirely once a decision has been made - Improve, even if it means changing course or contradicting ourselves - Do, rather than observe OUR INTERVIEW PROCESS Process Overview Our standard interview process follows this sequence: - Initial Screen: We confirm baseline alignment, role interest, relevant experience, and logistics. - Hiring Manager (HM) Screen: We evaluate role fit, expectations, and execution readiness. - Take Home Assignment: You'll complete a take-home, role-relevant assignment designed to reflect the kind of work you would do at Hiya. The assignment focuses on how you think, prioritize, and explain your approach. You'll review your work and discuss your reasoning with the interview panel. - Assignment-Based Interview Loop: Interviewers will explore how you think through the work, ask questions, respond to feedback, and adapt your approach. Each interviewer focuses on specific competencies and how you make decisions, navigate tradeoffs, and collaborate in real time. - Future Hiya Value Interview: An independent conversation focused on your long-term potential, judgment under ambiguity, and ability to create sustained value as scope and complexity increase. Benefits - 25 holiday plus bank holidays - Opt in salary sacrifice pension scheme (company full 4% of basic salary contribution) - Paid parental leave - Private medical insurance through Vitality (including dental & vision) - Employer-paid life insurance 2x base salary - Donation Matching for a charity of your choice (up to $1,000/ year) - WFH equipment stipend - $1,000/year in Professional Development funds - Lunch provided on in- office days This position is based in London, UK. Office post code: W1F 8WE COME WORK WITH US! We're building a team with diverse perspectives, identities, and professional experiences. We evaluate candidates through a business lens and believe that diversity and unique viewpoints make our company stronger, more dynamic, and a great place to build a career. We've been recognized by Built In, GeekWire, Comparably, G2, Forbes, and Deloitte Technology Fast 500 for our culture, innovation, leadership, compensation, and more. At Hiya, we're a people-centric company focused on helping each employee grow both personally and professionally. We create a culture of support and empowerment that challenges the status quo, resulting in an energized team that's passionate about their work. You'll love working here if you're looking for an innovative challenge that's disrupting an industry. Come join us!