Customer Experience Specialist

Hireframe; Ciudad de México; Híbrido; MXN 549,000 - 733,000; Jornada completa

Descripción de la vacante

A staffing solutions company is seeking a Customer Experience Associate based in Latin America. This remote position requires providing support for U.S. clients, including account management and troubleshooting. Ideal candidates are fluent in U.S. English, have previous CX experience, and are tech-savvy. The role offers a robust benefits package, including flexible remote work and professional development opportunities.

Servicios

Permanent remote work flexibility

Paid Time Off

Health Maintenance Organization (HMO) coverage

Annual performance bonuses

Dedicated coaching support

Opportunities for professional growth

Formación

• Fluent in U.S. English, both written and spoken.
• Experience in customer experience serving U.S. clients.
• Comfortable using customer support platforms and CRMs.
• Capable of working independently in a remote environment.

Responsabilidades

• Assist customers with account tasks like resetting access and setting up payments.
• Provide empathetic and accurate responses via email and chat.
• Troubleshoot basic service issues and escalate complex cases.
• Work U.S. time zones for timely responses.
• Suggest improvements to processes and customer experience.

Conocimientos

Fluent U.S. English communication

Previous CX experience

Tech-savvy

Ability to work independently

Descripción del empleo

We’re seeking a Customer Experience Associate based in Latin America to support our U.S. customer base. You’ll handle account access issues, payment setup, and other day-to-day support requests while ensuring every interaction is clear, friendly, and aligned with our brand voice.

This role will be working from home permanently and during U.S. CST business hours.

• Assist customers with account tasks like resetting access, and setting up payments.
• Provide quick, empathetic, and accurate responses via email, chat, and occasionally phone.
• Troubleshoot basic service issues; escalates complex cases as needed.
• Work U.S. time zones to ensure timely responses.
• Suggest improvements to processes and customer experience

• Fluent U.S. English communication — both written and spoken, with a neutral or U.S.-friendly accent.
• Previous CX experience serving U.S. clients.
• Tech-savvy and comfortable using customer support platforms and CRMs.
• Ability to work independently and stay organized in a remote environment.

Nice to have:

• Telecom, wireless, or subscription service experience.
• Familiarity with payment processing tools.
• Experience handling both simple and complex support tickets.

At Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:

• Permanent remote work flexibility
• Paid Time Off
• Health Maintenance Organization (HMO) coverage
• Annual performance bonuses
• Dedicated coaches offer an extra channel of support and skill-building
• Opportunities for professional growth

At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.