Operations Support Specialist - Bilingual (Spanish)

Operations Support Specialist - Bilingual (Spanish Required)

Basil POS | Full-Time | On-Site

About the Role

At Basil POS, we believe great support is about more than solving problems—it's about making people feel heard, valued, and confident that someone is taking ownership of their issue.

We're looking for individuals who genuinely care about helping others, enjoy building relationships, and take pride in doing things the right way. You don't need years of POS experience or technical support experience to succeed here. What matters most is your willingness to learn, your attention to detail, your ability to communicate effectively, and your commitment to delivering exceptional service.

We're seeking people who are hungry for growth, eager to develop new skills, and motivated to perform at their very best every day.

What You'll Do

• Serve as the primary point of contact for merchants seeking support and assistance.
• Build genuine relationships through meaningful conversations and professional communication.
• Listen actively and identify the root cause of merchant concerns rather than simply addressing surface-level issues.
• Demonstrate empathy while maintaining a solution-oriented mindset.
• Clearly communicate next steps, set expectations, and provide confidence that issues are being addressed.
• Take ownership of merchant concerns from start to finish.
• Follow through on commitments and provide updates on actions taken toward resolution.
• Strive for true first-call resolution whenever possible by ensuring all concerns have been addressed before ending an interaction.
• Accurately document merchant interactions, troubleshooting steps, and outcomes.
• Proactively identify opportunities to improve the merchant experience and prevent future issues.
• Collaborate with internal teams to resolve complex concerns efficiently.
• Support merchants during onboarding, implementation, and ongoing operations.

What We're Looking ForCore Qualities

We're looking for people who:

• Care deeply about helping others and creating positive customer experiences.
• Pay close attention to details and understand that small things matter.
• Take initiative instead of waiting for someone else to solve the problem.
• Have strong listening skills and can engage in meaningful, professional conversations.
• Naturally build trust and rapport with people from all backgrounds.
• Are accountable, dependable, and follow through on commitments.
• Remain calm and resourceful when faced with challenges.
• Are coachable, adaptable, and eager to learn.
• Take pride in delivering accurate information and quality work.
• Continuously look for ways to improve themselves and the customer experience.

Experience & Skills

The right attitude and work ethic are more important to us than industry experience.

Preferred but not required:

• Customer service, hospitality, retail, restaurant, support, or call center experience.
• Experience working with technology or software platforms.
• Experience troubleshooting problems and finding solutions.
• Familiarity with POS systems, payment processing, or restaurant operations.

We can teach systems and processes. We cannot teach someone to care.

What Success Looks Like

Successful team members:

• Make merchants feel valued, heard, and respected.
• Take ownership instead of passing problems to someone else.
• Listen carefully and uncover the true issue.
• Communicate clearly and confidently.
• Follow through until the issue is resolved.
• Look for opportunities to exceed expectations.
• Treat every merchant interaction as an opportunity to strengthen the relationship.

Compensation & Benefits

• Competitive pay based on skills, performance, and potential.
• Performance-based raises after 90 days.
• Bonuses and incentives throughout the year.
• Medical, dental, and vision insurance.
• Life insurance.
• Full-time, stable role with a growing company.
• Ongoing training, coaching, and advancement opportunities.

Why Basil POS

We're a high-growth POS company where your work directly impacts merchants every single day. You won't be just another employee here. We recognize people who take ownership, care about their work, and consistently deliver great experiences.

If you're someone who enjoys helping people, values accountability, loves learning, and wants to grow with a company that rewards effort and results, we'd love to hear from you.

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Work Location: In person

Pay: $15.00 per hour

Benefits:

• Health savings account
• Paid time off
• Vision insurance

Work Location: In person