Customer Care Specialist Role – Freelance and Remote
Job Title: Customer Care Specialist
Location: Remote – Spain
Position Type: 30 hours/week, Monday to Friday. Later hours, until 8 pm, are required on some days to meet with US-based clients.
Compensation: €15/hour to €20/hour
Commitment: This role is key and customer-facing and therefore, it requires a full-time level of commitment and engagement, with consistent availability and reliability throughout the year.
Leave Policy: Although we are very flexible, given the time-sensitive and customer-focused nature of the role, we require advanced warning and approval for leave to arrange cover.
Preferred Start Date: ASAP
About Moving to Spain
Moving to Spain is a trusted, comprehensive relocation consultancy founded by Alison and Alastair Johnson. We guide individuals and families, especially from the UK and the US, through every step of relocating to Spain. Our personalised planning services, expertly vetted partners, and practical tools (like our moving checklist and cost-of-living calculator) provide clarity and confidence for a smooth transition.
What sets us apart
With a consistent 4.9-star rating on Google, we take pride in our service excellence. Our clients trust us as the go-to resource for reliable and expert support throughout Spain.
We offer a wide range of free online resources and actively engage our community through expert-led webinars, seminars, social media, and email, ensuring that anyone moving abroad feels informed, supported, and confident at every stage of their journey.
In addition to the support and guidance provided by our in-house team, we collaborate closely with a trusted network of expert partners who deliver top-tier services across key areas, including immigration, tax, housing, insurance, and other related fields. All partners are carefully selected and continuously assessed to ensure they meet our high standards for responsiveness, reliability, and service quality.
Our hands-on, client-first approach means we don’t just provide information, we guide, connect, and empower people to confidently make their move.
The Customer Care Specialist Role
We’re seeking a friendly, detail-oriented Customer Care Specialist to join our team. You’ll be the primary point of contact for our clients, providing responsive, empathetic, and accurate support via email and online platforms. The role involves client communication, partner coordination, and internal support, all focused on delivering an exceptional customer experience.
We’re looking for someone equally dedicated to responsiveness and client satisfaction to help us maintain this high standard.
Over time, you’ll have the opportunity to take on additional responsibilities, including delivering our popular 1:1 Relocation Coaching sessions, supporting clients with tailored, pre-move guidance.
Key Responsibilities
- Client Communication
- Respond to inbound emails from prospective and current clients.
- Monitor and reply to comments and messages through the website and digital channels.
- Provide clear, friendly, and professional communication that reflects our brand values.
- Client Experience
- Manage expectations around timelines, services, and partner processes.
- Address standard questions about our services, relocation to Spain, and using our tools.
- Direct clients to the appropriate services, articles, and resources.
- Follow up with clients who have not used our services but have shown interest.
- Partner Coordination
- Liaise with our trusted partners in immigration, tax, legal, and relocation services.
- Follow up on client cases, track progress, and ensure timely communication between parties.
- Internal Support
- Maintain and update internal FAQs and resource documents.
- Escalate complex cases or service concerns to internal leads.
- Share client feedback and identify common questions or support needs.
- Client Coaching
- After training and experience, take on Relocation Coaching sessions with clients, offering structured, one-on-one guidance to help them navigate the pre-move process.
- Help expand the coaching service by contributing to resources, session planning, and support materials.
- Continual Improvement
- Identify opportunities to enhance our processes and services.
- Marketing. Events and Administration
- From time to time, you may participate or be involved in organising client in-person events, online webinars, and other events.
- Provide Reporting and analysis on a monthly basis.
- As we are a small team, we may occasionally ask you to participate in other administrative duties and marketing activities.
- Where Can I Live
- You will also be required to provide support for our sister business Where Can I Live on occasion.
Requirements
- Must be an expat living in Spain who has gone through the relocation process.
- At least 2 years of experience in client management, customer support, or client-facing functions.
- Native-level written English (essential); Spanish a plus.
- Warm, empathetic, and clear communication style.
- Strong organisational skills and the ability to manage multiple conversations simultaneously.
- Comfortable learning new tools and adapting in a fast-moving environment.
- Confidence to deal with complex customer interactions with empathy and kindness.
- Flexible and adaptable, with a willingness to go beyond the job description to help the team succeed.
What to expect from us
We are a small but experienced team working closely to foster a positive and supportive environment where your contributions make a real impact. We take pride in our meaningful work, providing valuable services that change lives, which brings incredible job satisfaction to our team.
Creativity and initiative are at the heart of our culture, and we encourage new ideas to help improve our services. With remote and flexible working, we empower our team to thrive in a way that suits their lifestyle. If you want to be part of a tight-knit team where you can grow, make a difference, and help people build new lives abroad, we’d love to hear from you!
Want to join the team?
- Please apply through the form below.
- Let us know your availability and explain why you’d be a great fit.
- Include your CV or LinkedIn profile
