Bilingual Customer Success Specialist

Bilingual Customer Success Specialist (USA)

Full Time · Remote (USA-based)

Who We Are

Nuweb Group is a global event technology partner, helping ticketing providers and event organisations scale with confidence.

We’re a fast-growing force in live entertainment, partnering globally to support brands like Formula 1, Metallica, and Disney on Ice.

Our mission is bold: To be the Ticketing Engine of the World.

That means building infrastructure that solves complex ticketing challenges and creates unforgettable fan experiences.

We operate seamlessly across borders and time zones, moving quickly, innovating constantly, and pushing boundaries.

If you want to be part of a team that values curiosity, craft, and ambition, welcome to Nuweb Group.

Role Summary

We are looking for a Bilingual Customer Success Specialist to join our UK-based Team and provide dedicated afternoon and evening coverage for our USA and LATAM partners.

This role is primarily responsible for delivering high-quality partner support in both Spanish and English, ensuring our partners receive responsive, professional, and knowledgeable assistance during their business hours.

You will act as a key operational bridge between our partners, Partner Success, Product, and Engineering Teams.

In addition to daily partner support, you will assist with onboarding new partners and contribute to product quality through structured testing and issue validation.

This is a customer-facing, technically confident role requiring strong troubleshooting ability, clear communication, and attention to detail.

Key Responsibilities

Partner Support (Primary Responsibility):

·      Provide first-line partner support to USA and LATAM partners in fluent written and spoken Spanish and English.

·      Respond to partner queries professionally via ticketing systems, email, and calls.

·      Help partners understand system features, workflows, and best practices.

·      Troubleshoot reported issues and reproduce bugs in a structured manner.

·      Gather evidence, document findings clearly, and escalate technical issues to developers when required.

·      Ensure all interactions are accurately logged in internal systems.

·      Maintain high service standards aligned with internal SLAs.

Partner Onboarding & Enablement:

·      Support the Partner Success team with onboarding new partners.

·      Deliver system walkthroughs and training sessions where required.

·      Assist partners in understanding configuration options and operational workflows.

·      Help accelerate customer adoption and reduce time-to-value.

·      Proactively identify opportunities for Partners to optimise workflows and improve system utilisation.

·      Contribute to documentation and knowledge base improvements.

What You Should Bring:

·      Native or fluent-level Spanish and English (written and spoken) is essential.

·      2+ years experience in SaaS product support, technical support, or a similar role.

·      Experience in manual software testing.

·      Strong troubleshooting and analytical thinking skills.

·      Ability to reproduce issues and document bugs clearly and accurately.

·      Strong written and verbal communication skills, with the ability to liaise effectively with diverse stakeholders.

·      Excellent organisational skills and attention to detail.

·      Experience collaborating with cross-functional teams (Product, QA, Engineering).

·      High proficiency in Google Workspace, Microsoft Office Suite, and project management tools.

·      Comfortable working independently during afternoon/evening hours.

Nice to Have

·      Familiarity with ticketing or event technology platforms.

·      Knowledge of web technologies (HTML, JavaScript, CSS).

·      Experience using tools such as Linear, Jira, Zendesk, or similar.

·      Previous onboarding or product training experience.

What’s in It for You

·      Competitive salary and role progression opportunities.

·      24 days holiday + bank holidays (increasing with tenure).

·      Flexible working arrangements.

·      Learning and development opportunities.

·      A collaborative, high-performance, remote-first culture.

How We Work

At Nuweb Group we execute at speed. If you’re frustrated by slow-moving organisations, you’ll thrive here.

We have ambitious goals but stay grounded. We believe being the best comes from working together, asking the right questions, and constantly improving.

We value transparency, elevate talent from within, and share strategy openly. Impact and output matter.

Remote-first is a core part of our success, but we still value bringing teams together in person periodically.

If these principles resonate with you, there’s a strong chance you’ll thrive here.