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Tier 2 Customer Care Agent (CONTRACT) - Bilingual (English/Spanish)

November 15, 2025

About the position

Fubo is currently seeking a bi-lingual (Spanish and English) Customer Care representative to deliver world-class support and build customer satisfaction and loyalty by handling all inquiries regarding Fubo's service and customer subscriptions over the phone and online (via email and social media). This role is a remote contractor position based in Colombia, and the ideal candidate will be resourceful and attentive, utilizing all available tools and technologies to resolve customer service issues effectively. The candidate will be expected to complete ongoing training to stay updated on product, service, policy changes, and technical issues relevant to our users. The Customer Care Agent will provide effective and timely resolution of a range of customer inquiries, including billing, technical support, and social media engagement. The goal is to strive for a one-call resolution of customer issues, ensuring that customers feel valued and supported throughout their interactions with Fubo. This position requires excellent interpersonal skills, the ability to identify and meet customer needs, and exceptional phone and customer service skills. Punctuality and consistent attendance are crucial for this role, as it involves working on a shift basis, including weekends and holidays as required.

Responsibilities

Handle all inquiries regarding Fubo's service and customer subscriptions over the phone and online.
Deliver world-class customer support to build customer satisfaction and loyalty.
Resolve customer service issues using available tools and technologies.
Complete ongoing training to stay updated on product, service, policy changes, and technical issues.
Provide effective and timely resolution of customer inquiries from billing, technical, and social media.
Strive for a one-call resolution of customer issues.

Requirements

High school diploma or GED equivalent.
Ability to speak, read, and write professionally in both English and Spanish.
Experience handling advanced customer care contact escalations from Tier 1 agents.
Experience with social media platforms, managing posts, and engagement.
Excellent interpersonal skills.
Ability to identify and meet customer's needs and requirements.
Exceptional phone and customer service skills.
Punctual, regular, and consistent attendance is required.

Nice-to-haves

Self-motivated with a demonstrated ability to work independently in a fast-paced environment.
Ability to establish and maintain effective relationships with customers.
Strong team and interpersonal relationship skills conducive to team development.
Ability to work independently, make judgment decisions, and demonstrate consistent follow-through.
Very strong written and verbal communication skills.

Benefits

Remote work opportunity
Flexible scheduling for shifts
Opportunity for ongoing training and development

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...