Bilingual Swap Specialist

About the role

Powerfleet is seeking a bilingual Swap Specialist to manage device replacement and swap orders for its global SaaS platform. The role is remote, based in Merida, Yucatán, and serves as the first line of support, ensuring timely and accurate provisioning of devices to customer accounts.

Key responsibilities

• Process replacement and swap orders in accordance with service level agreements.
• Monitor daily order queues and ensure prompt action on all cases.
• Handle inbound and outbound communications (phone, email) regarding replacement requests, order status, and case updates.
• Create, update, and maintain case records in Salesforce or other case‑management tools.
• Meet productivity, quality and customer‑satisfaction KPIs.
• Collaborate with cross‑functional teams to resolve complex issues and improve workflows.
• Support internal teams with issue resolution and operational processes.
• Contribute to the continuous improvement of knowledge‑base documentation.

Required profile

• 1–3 years of experience in customer service, call‑center or case‑management environments.
• Residence in Merida, Yucatán (remote work with occasional office gatherings).
• Ability to work in a fast‑paced, high‑volume setting while maintaining high accuracy.
• Strong organizational skills and the capacity to multitask across calls, emails, chats and case queues.
• Advanced written and spoken English.
• Team‑oriented mindset with a positive attitude.

Required skills

• Salesforce (or similar case‑management system).
• Microsoft Excel or Google Sheets.

What we offer

• Opportunity to work for a global leader in AI‑enabled IoT SaaS.
• People‑first culture with focus on innovation and continuous improvement.
• Remote work flexibility with occasional team gatherings.