Client Support Specialist

MyMediaConnect; Coahuila; Presencial; MXN 629,000 - 945,000; Jornada completa

Descripción de la vacante

A leading packaging technology company in Mexico is seeking a Client Support Specialist to join their dynamic team. In this role, you will provide exceptional client support, handle onboarding and training, and perform technical troubleshooting for our SaaS platform. The ideal candidate will have over 3 years of experience in the packaging industry, be fluent in both Spanish and English, and possess a customer-first mindset. This position is office-based in Barcelona, with opportunities for career growth within the company.

Servicios

MacBook provided

Team lunches

Access to industry events

Formación

• Minimum 3 years experience in graphic design, marketing, or packaging workflows.
• Multilingual support handling with a preference for French.
• Basic SQL/HTML knowledge for diagnostics.

Responsabilidades

• Provide exceptional client support via multiple channels.
• Lead personalized onboarding and training sessions.
• Monitor client usage and recommend optimizations.
• Engage in technical troubleshooting of platform issues.
• Create user guides and FAQs in Spanish/English.

Conocimientos

Tech-savvy problem solver

Fluent communication in Spanish and English

Customer-first mindset

Experience in B2B support

Packaging industry knowledge

Herramientas

Google Workspace

Zendesk

Intercom

Descripción del empleo

MyMediaConnect is revolutionizing the packaging industry with our cutting‑edge SaaS platform.

We streamline the entire graphic chain—from artwork approvals and version comparisons to OCR‑powered checks for colors, barcodes, and compliance—for leading FMCG, pharma, and electronics brands like Central Lechera Asturiana, Florette, Pascual, Bluesun, Europastry, and Chupa Chups.

Our mission? Help distributed teams eliminate costly errors, accelerate time‑to‑market, and deliver flawless packaging workflows.

As we scale across Spain, Europe, and the Americas, we’re seeking a Client Support Specialist to join our tight‑knit Barcelona team.

This is a hands‑on role where you’ll be the trusted partner for our clients, ensuring they get maximum value from our platform while bridging technical support with industry expertise.

Reporting directly to the CEO, you’ll play a pivotal role in client retention, onboarding success, and driving upsell opportunities in a fast‑paced, high‑impact environment.

Key Responsibilities

• Provide Exceptional Client Support: Act as the first point of contact for inbound queries via email, chat, phone, and video calls. Troubleshoot technical issues, guide users through platform features, and resolve escalations swiftly to maintain 99%+ SLA uptime.
• Onboard and Train Clients: Lead personalized onboarding sessions, demos, and training workshops. Translate complex packaging workflows (e.g., prepress, artwork rollouts, approval cycles) into simple, actionable platform usage—tailored for marketing directors, quality managers, and graphic teams.
• Proactive Account Management: Monitor client usage via dashboards, identify adoption gaps, and recommend optimizations. Conduct quarterly business reviews to showcase ROI, upsell modules (e.g., advanced OCR or barcode validation), and prevent churn.
• Technical Troubleshooting: Dive into platform integrations, API issues, and custom configurations. Use your tech‑savvy skills to diagnose and fix problems without always escalating to devs.
• Industry Liaison: Leverage your packaging knowledge to advise on best practices. Collaborate with our product team to relay client feedback for roadmap enhancements.
• Documentation & Knowledge Base: Create user guides, video tutorials, and FAQs in Spanish/English. Contribute to a self‑service portal that empowers clients to self‑solve routine queries.

What We’re Looking For

• Tech‑Savvy Problem Solver: Comfortable with SaaS platforms, web apps, APIs, and tools like Google Workspace, Zendesk, or Intercom.
• Basic SQL/HTML knowledge a plus for quick diagnostics—no hardcore coding required.
• Fluent Communicator: Native/Fluent Spanish and English (written/spoken). French fluency highly preferred for our expanding European client base.
• Experience handling multilingual support in a B2B context.
• Packaging Industry Insider: 3+ years in graphic design, marketing, prepress, or packaging workflows.
• Familiarity with terms like CMYK proofs, dielines, trap settings, and regulatory compliance (e.g., EU food labeling).
• Bonus: Hands‑on experience with artwork tools (Adobe Suite, structural design software).
• Customer‑First Mindset: Proven track record in client‑facing roles (support, success, or account management). Empathetic, patient, and able to turn frustrated users into raving fans.
• On‑Site in Barcelona: This is an office‑based role in our Barcelona HQ—no remote/hybrid.
• You thrive in collaborative, energetic teams and are ready to commute daily.
• Growth‑Oriented: Startup energy—adaptable, proactive, and excited to wear multiple hats.
• Bonus points for renders/volumetric design skills or experience with FMCG brands.

Why Join MyMediaConnect?

Direct Impact: In our small, founder‑led team, your work shapes product evolution and client happiness. See your ideas turn into features used by global brands.

Career Growth: Clear path to Senior Support Lead or Client Success Manager. We’ve promoted from within as we expand to France, Europe, and the Americas.

Cool Perks: MacBook provided, team lunches, and access to industry events (e.g., packaging expos). Plus, work with iconic brands transforming their supply chains.

Vibrant Culture: Collaborative Barcelona office with a mix of creatives, techies, and industry vets. Multilingual, international vibe—perfect for your branding/travel interests.

Hear from our clients: Watch Mercedes Calderón from Pascual on how MyMediaConnect slashed their approval times.

(YouTube link : to Apply

If you’re tech‑smart, multilingual, and passionate about packaging workflows, we want to hear from you! Send your CV, LinkedIn profile, and a short note on why you’re excited about this role (mention a packaging challenge you’ve solved) to ****** Applications reviewed on a rolling basis. Barcelona locals prioritized—join us before the new year rush!

MyMediaConnect is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.