Customer Experience Specialist (English & Spanish)
About the role
WHAT WE DO
Aura connects people around the world through a brilliant photo-sharing experience. Aura’s easy-to-use mobile app (iOS and Android) and beautifully designed WiFi-connected digital photo frames provide an effortless, private, and secure way to share photos with family and friends globally.
WHO WE ARE
Founded by two early Twitter engineers, Aura began as a software company focused on connection and joy. Today, we deliver a seamless experience combining mobile and backend software with premium and beautiful consumer electronics.
THE ROLE: CUSTOMER EXPERIENCE SPECIALIST
As a Customer Experience Specialist, you will support customers via email, phone, and chat, delivering a high-quality, human-first experience, making them feel like family. You will handle a full range of customer queries in a solution-focused, customer-centric way, including:
- Pre-sales product inquiries
- Order support and tracking
- Explaining product features and usability
- App, frame, and WiFi troubleshooting
- Warranty support and returns
You will also work with your team members and other departments to represent the voice of our customers and to continuously improve our processes and products.
WHO WE ARE LOOKING FOR
- Enjoys problem-solving and communicating with customers
- Treats customers as individuals, not tickets
- Thrives in a fast-paced, evolving startup environment
- Has a technical and analytical mindset
- Is motivated by customer satisfaction scores (CSAT performance)
- Is proactive in improving processes, tools, and documentation
KEY REQUIREMENTS (ESSENTIAL SKILLS)
- Fluent in English and Spanish (written & spoken)
- 1+ year customer support experience (email/chat/phone environment)
- Experience with Zendesk or similar CRM tools
- Strong communication and empathy skills
- Technical aptitude (iOS / Android apps, connectivity troubleshooting)
- High attention to detail and problem-solving ability
- Comfortable learning new tools, systems, and technologies quickly
- Flexibility to work 2–5 weekends during peak periods
BONUS SKILLS (DESIRABLE)
- Help center/knowledge base content creation (FAQs, guides)
- Translation, localization, or multilingual content workflows