Bi-lingual (English/Spanish) Support Specialist (US-Remote)

Job description

About Odyssey: K-12 education is one of the most consequential determinants of a child’s future — and many families have had limited ability to shape how and where their child learns. Education Savings Account (ESA) programs are changing that. One of the fastest-growing public education initiatives in the U.S., they give states the ability to put education funding directly in the hands of families, who can then choose the learning experiences that best fit their child — from schools and tutors to therapy, curriculum, and technology. But once these policies are signed into law, states face an enormous operational challenge. They must stand up entirely new programs, manage the secure and compliant flow of public funds, approve and monitor thousands of vendors, support families at scale, and prevent fraud — all while delivering a high-quality user experience. That’s where Odyssey comes in. We partner with state agencies to design, launch, and operate ESA and grant programs on their behalf. We provide the technology, program operations, vendor ecosystem, and family experience that make these programs actually work in the real world. Today, we operate across 6 states, and our platform powers programs serving 200,000+ students and over $1B in education funding — and we’re just getting started. Most recently, we launched the Texas Education Savings Account (EFA) program — the biggest day-one ESA launch in the country — which has already received nearly 200,000 applications. It’s the kind of moment that captures exactly what we’re building toward: programs that work at scale, from day one, when it matters most. We’re backed by respected investors, including a16z and Tusk Venture Partners, and we’re building the team that will take us to the next stage. Odyssey sits at the intersection of GovTech, EdTech, and FinTech. We are a public-sector operator, a technology company, and a program delivery partner all at once. The work we do is civic infrastructure — it determines whether families can access life-changing educational opportunities. WHY THIS WORK IS DIFFERENT We’re in the weeds with state partners, internally with our product teams, and turning ambiguous policy into real systems that families depend on. This means building a platform that meets each state’s configuration needs while being flexible enough to support all customers. We are not building be-spoke software! If you want a highly structured environment, this will feel uncomfortable. If you want ownership, speed, and problems that actually matter, you’ll feel right at home. As a Bilingual Support Associate (English/Spanish), you will be the frontline of our customer support team, providing exceptional service to Spanish- and English-speaking families, students, school administrators, and vendors navigating ESA and microgrant programs. Your bilingual ability is essential to expanding equitable access to our programs for Spanish-speaking communities across the states we serve. LANGUAGE REQUIREMENT Full professional fluency in both English and Spanish is required for this role. You will regularly communicate — via phone, email, SMS, and chat — with Spanish-speaking families and stakeholders. Written and verbal proficiency at a professional level in both languages is not optional; it is core to this position. What You’ll Do: - Respond to customer inquiries in both English and Spanish via phone, email, SMS, and chat in a timely and professional manner. - Serve as a primary point of contact for Spanish-speaking families and stakeholders, ensuring equitable access to program support. - Translate or help adapt customer-facing communications and resources from English to Spanish as needed. - Resolve customer issues and complaints, escalating complex cases as appropriate. - Provide accurate information about ESA and microgrant programs Odyssey administers. - Maintain detailed records of customer interactions and transactions. - Collaborate with team members to improve processes and enhance the customer experience for diverse communities. - Participate in training and development opportunities to enhance skills. - Meet performance targets and contribute to team goals. - Stay up-to-date with company policies and product knowledge. About You: - Full professional fluency in English and Spanish (written and verbal) — required. - Experience with Zendesk or a similar contact management system is required. - 3+ years of experience in a customer support role. - Excellent verbal and written communication skills in both languages. - Strong problem-solving abilities and attention to detail. - Customer-focused with a positive attitude and professional demeanor. - Ability to work independently and as part of a distributed team. - Proficiency in using customer support software and tools. - High school diploma or equivalent; additional education or certifications are a plus. - Preference is given to those who reside in Texas, Utah, Georgia, Louisiana, Iowa, Wyoming, or New York. Additional Details: - This role is a remote position for candidates located in the U.S., with preference given to those who reside in one of the states we currently serve: Texas, Utah, Georgia, Louisiana, Iowa, Wyoming, or New York - Applicants must be currently authorized to work in the United States on a full-time basis. - Actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range. Our Commitment to Equal Opportunity Employment: Odyssey is an equal opportunity employer. Reasonable accommodations are available upon request.