Bilingual Jr. Customer Support Associate (Spanish/English Required)

What We Do: Florence software advances cures by helping the world’s most important research sites do their best work. Our solutions are now used by over 30,000 research teams in 70 countries around the world—we’re the most widely deployed site workflow tool in the industry. By the end of the decade, we’ll double the pace at which new medicines get to market by doubling the output of trial site teams. To date, we were named a Deloitte Fast 50 business, G2 Category Leader, an Inc. & AJC best place to work, and an Inc. 5000 company five years in a row. At Florence, we are committed to make the world a better place by accelerating research while providing an environment for our employees where they can be happy in their lives, enjoy their jobs, and grow. *Please note the schedule for this position is Monday - Friday, 10:00 AM - 7:00 PM ET* What you’ll bring to

the team: At Florence we’re passionate about making it easy for our customers to contribute to research and find cures. A technical issue should never slow them down! As a Junior Customer Support Associate you are their first line of defense. You will work directly with end users to help solve their problems, share product knowledge, and ensure their satisfaction throughout their Florence journey. This role supports both English and Spanish speaking customers. You will: Customer Support Delivery: Respond to customer inquiries via chat, email, and screen share with empathy, clarity, and a focus on efficient resolutions. Provide bilingual support in both English and Spanish to serve our diverse customer base. Ensure a positive support experience across all touchpoints. Issue Resolution: Accurately document and troubleshoot user-reported issues, escalating when necessary. Collaborate with cross-functional teams to support timely and effective resolution. User Enablement: Empower users by guiding them through product features using our knowledge base and your understanding of the platform. Promote self-service through helpful, educational responses. Knowledge Management: Support our Customer Enablement team by helping them create, maintain, and ensure the accuracy of Spanish language support documentation, FAQs, and user guides. Customer Advocacy: Capture and share customer feedback, common pain points, and feature requests to help inform product and process improvements. Support Scalability: Contribute to the growth of the support team by identifying and documenting common issues, solutions, and workflows that improve efficiency and consistency. An ideal candidate will have: Bilingual proficiency in Spanish and English (written and verbal communication) Bachelor's degree 1+ years of experience in a client-facing or customer service role, preferably in health tech or SaaS environments Experience in SaaS environments and proficiency in navigating multiple technical platforms Zendesk or similar experience Experience with knowledge management systems and content creation Commitment to providing best-in-class customer service to our users Past client-facing experience Proven ability to analyze problems, identify root causes, and implement effective solutions Exceptional ability to guide users step-by-step through complex issues Confidence in learning and mastering new software platforms independently A collaborative mindset and the ability to engage cross-functionally with various teams What’s in it for you? Do well. We offer a competitive