Company Description

Retro vGames is a gamer-founded, independent eCommerce company dedicated to offering high-quality retro video games and consoles with fair, consumer-friendly policies. Our team focuses on consistent stock, affordable prices, and fast shipping so customers can start playing as soon as possible. Every product is backed by a 121-day standard warranty, free shipping, and personalized customer service.

Since our founding in 2020, Retro vGames has grown from a small local game store into a company serving customers across the United States, Canada, Latin America, and worldwide. We’re on a mission to correct unfair practices in the online gaming market, and we value authenticity, reliability, and excellent customer experiences for retro gaming fans.

As we grow, we’re building a customer support team across Mexico and Latin America to deliver fast, friendly service in both English and Spanish.

Role Description

This is a full-time, remote role for a Bilingual Customer Support Agent (English/Spanish) | eCommerce , open to candidates based in Mexico or elsewhere in Latin America. You’ll respond to customer inquiries via email, chat, and other channels, giving clear, friendly, and accurate information about orders, products, shipping, and store policies. Most conversations will be in English with customers in the U.S. and Canada, with Spanish support for Latin American customers.

Daily responsibilities include

- Resolving issues such as missing or damaged items, returns,



and warranty claims with a professional, empathetic tone
- Troubleshooting common order and product problems, and escalating complex cases when needed
- Following up to make sure every customer is satisfied
- Keeping customer records up to date
- Working with the operations team on order, shipping, and inventory issues, including international and cross-border shipments
- Sharing feedback to improve processes and the overall customer experience

Your schedule will overlap with U.S. business hours (Central/Eastern Time). Candidates in Latin American time zones (UTC-6 to UTC-3) are a great fit.

Qualifications

- Strong customer support and customer service skills, with a focus on reliable, friendly assistance
- Ability to build customer satisfaction through empathy, problem-solving, and timely follow-up
- Advanced or fluent English (C1+) , written and verbal, with clear, concise messaging; native or fluent Spanish
- Basic troubleshooting skills for common eCommerce, order, and product issues
- Comfortable working remotely from Mexico or Latin America, with reliable high-speed internet, a quiet workspace, and strong time-management and organizational skills
- Previous experience in eCommerce, retail, call center/BPO, or online customer support is preferred
- Interest in video games or the gaming industry, especially retro gaming, is a plus
- Experience with customer support tools (e.g., ticketing systems, live chat, CRM software such as Zendesk, Gorgias, or Shopify)

📌 Customer Support Agent, English-Speaking | eCommerce (México)
🏢 retrovgames.com
📍 México