Customer Service Representative

Salvo Software LLC; Región Centro; On-site; MXN 223,000 - 357,000; Full time

Job summary

Salvo Software LLC is seeking a Customer Service Representative to support an automotive diagnostic device connected to a mobile app used by U.S. customers. This is a non-sales, customer support role focused on handling calls, creating tickets, providing follow-ups, and resolving issues.

The position is 100% on-site at WeWork – Av. Las Américas, Country Club in Mexico, with opportunities to work with cross-functional teams and provide feedback to improve the product and support processes.

Qualifications

• 3+ years of experience in customer service or customer support
• Experience supporting U.S.-based customers (preferred)
• Strong communication and problem-solving skills
• Comfortable explaining technical or product-related topics
• Experience using CRM or ticketing systems
• Strong organizational skills, attention to detail, and ability to multitask
• Availability to work on-site at WeWork (Av. Las Américas, Country Club)
• Open to a contractor arrangement (initially without benefits)
• Occasional schedule flexibility if required

Responsibilities

• Serve as the first point of contact for U.S.-based users via phone, email, and chat
• Assist customers when there is an issue with their vehicle or diagnostic device
• Resolve issues during the call when possible; otherwise, create and manage tickets for other teams
• Clearly explain next steps and follow up with users until resolution
• Document interactions and feedback in the CRM system
• Collaborate with technical and support teams to resolve complex cases
• Provide product guidance and onboarding support when needed
• Share customer insights to help improve the product and support processes

Skills

Customer service

Communication

Problem solving

Multitasking

Bilingual or English proficiency

Tools

CRM software

Job description

We are looking for a Customer Service Representative to join our team and support an automotive technology product used in the United States.

Our client develops an automotive diagnostic device connected to a mobile app, allowing users to access real-time vehicle information, report issues, and receive support directly from their smartphones. As a CSR, you will play a key role in this experience by helping users understand what’s happening with their vehicle and guiding them through the next steps.

This is NOT a sales role. It is a customer support position, focused on handling calls, creating tickets, providing follow-ups, and resolving issues.

100% on-site position at WeWork – Av. Las Américas, Country Club.

Responsibilities

• Serve as the first point of contact for U.S.-based users via phone, email, and chat
• Assist customers when there is an issue with their vehicle or diagnostic device
• Resolve issues during the call when possible; otherwise, create and manage tickets for other teams
• Clearly explain next steps and follow up with users until resolution
• Document interactions and feedback in the CRM system
• Collaborate with technical and support teams to resolve complex cases
• Provide product guidance and onboarding support when needed
• Share customer insights to help improve the product and support processes

Requirements

• 3+ years of experience in customer service or customer support
• Experience supporting U.S.-based customers (preferred)
• Strong communication and problem-solving skills
• Comfortable handling calls and explaining technical or product-related topics
• Experience using CRM or ticketing systems
• Strong organizational skills, attention to detail, and ability to multitask
• Availability to work on-site at WeWork (Av. Las Américas, Country Club)
• Open to a contractor arrangement (initially without benefits)
• Occasional schedule flexibility if required