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Customer Service Representative - Spanish bilingual

Wolfe, LLC -
Pittsburgh, PA

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Job Details

Full-time
$20 - $24 an hour

Benefits

Profit sharing
Health savings account
Disability insurance
Health insurance
Dental insurance
401(k)
RSU
Tuition reimbursement
Paid time off
Parental leave
Employee assistance program
Vision insurance
Employee discount
Professional development assistance
Life insurance
Referral program

Qualifications

Spanish
English

Full Job Description

In addition to the base pay, this position eligible for RSU (Restricted Stock Unit) and Profit Sharing.

Description

Wolfe is a Pittsburgh-based FinTech company building leading gift and payments brands — including PerfectGift.com, Gift Card Granny, and Giftya. As a Customer Service Representative, you'll be resolving questions across phone and ticketing channels with care and accuracy. You'll work in an environment where AI-assisted tools increasingly support how we triage, research, and respond, and your frontline insight will help shape how those tools improve the customer experience. We're looking for a bilingual communicator who takes pride in thorough work and genuinely enjoys helping people. This is a 5-day onsite role in Pittsburgh, PA.

Responsibilities

Provide ticketing and call support across all Wolfe brands, including PerfectGift.com, Gift Card Granny, and Giftya, in both English and Spanish.
Handle a high daily volume of phone calls and emails, prioritizing across channels to meet response and resolution targets.
Document every customer interaction thoroughly in the ticketing system, maintaining clear and accurate notes.
Investigate customer issues end-to-end, researching account and transaction details to resolve inquiries in a single interaction where possible.
Collaborate with teammates over Slack, phone, and email to share information, escalate complex cases, and support ongoing training.

Impact Statement: For more clarity on the role, below are the success metrics and measurements for this role in the first 90 to 120 days:

Independently handle the standard daily call and ticket volume while maintaining a personal CSAT score of 90% or higher.
Achieve a One-Touch Resolution rate of at least 75% on owned inquiries by the end of the period.
Meet team reply and response-time targets across both phone and email channels for two consecutive months.

Qualifications

Full professional proficiency in both English and Spanish (required).
Strong attention to detail, with disciplined note-taking and investigation practices.
Experience with ticketing system software (Zendesk a plus, not required).

Compensation, Benefits, and Perks

Wolfe is committed to providing a comprehensive benefits package to support your well-being, along with competitive compensation. Our benefits and perks include but not limited to:

Restricted Stock Units (RSUs)
Profit Share
Medical, Prescription, Vision, and Dental insurance for employees and dependents (Wolfe pays 80% of premium)
Short-Term Disability Insurance (Wolfe pays 100% of premium)
Voluntary Long-Term Disability Insurance, Life Insurance, Critical Illness Insurance, Accident Insurance, and Hospital Indemnity coverage
PTO (vacation and sick time)
Corporate Holidays and Floating Holidays
401(k)
Employee recognition program
Charitable Donation to a charity of your choice yearly
Employee Referral Bonus
Tuition Reimbursement
Internal Training and Information sessions
Family Picnic, Holiday Party, and other outings
Internal Culture Club

About Wolfe, LLC
Wolfe, LLC is a pioneering force in e-commerce since 1996 and the gifting industry, deeply rooted in Pittsburgh, Pennsylvania. Driven by our vision "To move humanity to express love for each other through personalized, faster, beautiful, secure, flexible gift giving," we're on a mission to revolutionize the way gifts are given and received. We achieve this through high-quality, fast service, and the same-day delivery of customized gift cards from our on-demand nations only robotic fulfillment center, alongside offering a safe and flexible card-to-card gifting technology.

At the heart of our success are our Core Values: Teamwork, Drive, Integrity, Caring, and Excellence. These principles guide us as we innovate and expand our portfolio with platforms and brands like PerfectGift, Gift Card Granny, GiftYa, Reaf Marketing, and Give InKind, setting new standards in the gifting experience.

Some of the Company and Executive Team Recognitions:
2023 Inc. 5000 list of fastest-growing private companies (ranked no. 382)
2022 - 1st place - Fastest 50 Growing Companies in Pittsburgh, Pittsburgh Business Times
2020 The Best Places to Work, Pittsburgh Business Times
2019 - Winner Carnegie Science Award, Entrepreneur Category
2017 - Winner of Outstanding Entrepreneur, Pittsburgh Venture Capital Association
2015 - Winner of Business Times Diamond Award, Business Ethics Award, Create Award
2015 CEO of the Year, Pittsburgh Technology Council
And more…

Pay: $20.00 - $24.00 per hour

Expected hours: No less than 40 per week

Benefits:

401(k)
Dental insurance
Employee assistance program
Employee discount
Health insurance
Health savings account
Life insurance
Paid time off
Parental leave
Professional development assistance
Referral program
Tuition reimbursement
Vision insurance

Work Location: In person

Apply Now

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