Customer Service Representative (Mexico) (Remote)

OperationsArmy; Ciudad de México; A distancia; MXN 18,000 - 30,000; Jornada completa

Descripción de la vacante

A leading company in the software sector is seeking a fully remote Customer Support Specialist to assist users during their onboarding and enhance their experience. This role involves troubleshooting and supporting users on various platforms. Ideal candidates should have prior experience in customer support within a fast-paced SaaS environment, excellent communication skills, and the ability to work independently in a remote setting.

Formación

• Experience in a customer support role at a software company preferred.
• Exceptional written communication skills in English required.
• Ability to thrive in a remote setting with minimal oversight.

Responsabilidades

• Respond to customer inquiries across multiple channels meeting SLA targets.
• Assist users with onboarding and document knowledge gaps.
• Coordinate with the core team during onboarding phases.

Conocimientos

Written communication

Customer support experience

Remote work capabilities

Herramientas

Slack

Pylon

Jira

Linear

Descripción del empleo

Fully Remote Customer Support Specialist (Self-Serve SaaS)

Are you passionate about helping users succeed with innovative software? Join us on the frontlines as aCustomer Support Specialistduring our exciting self-serve launch. You'll be the go-to resource for troubleshooting, guiding users, and enhancing the customer experience all while collaborating closely with a fast-moving internal team.

Role Overview

As a key member of our remote support team, you'll provide world-class assistance to self-serve users, ensuring their onboarding is seamless and their questions are resolved quickly and effectively. You'll work across multiple communication channels and support systems, helping shape our support function at a critical stage of growth.

What You'll Do

Customer Interaction & Issue Resolution

• Respond promptly to customer inquiries across Slack, support email, and ticketing systems (e.g., Pylon), while meeting SLA targets
• Collaborate with AI-powered bots, escalating complex or sensitive issues for human resolution as needed
• Communicate clearly, empathetically, and professionally with users from diverse backgrounds

Knowledge Sharing & Onboarding

• Assist new users with onboarding, answering first-time questions and guiding them through setup
• Identify knowledge gaps and contribute to internal documentation and help articles
• Coordinate with the core team during initial onboarding phases before transitioning to night shift coverage

What We're Looking For

Must-Have Experience

• Previous experience in a customer support role at a software company (startup or fast-growth SaaS strongly preferred)
• Exceptional written communication skills in English
• Familiarity with tools like Slack, Intercom, Linear, Jira, Pylon, or similar support and automation systems
• Ability to thrive in a remote setting with minimal oversight, embracing ambiguity and startup-paced work

Tools You'll Use

• Slack
• Pylon
• Jira
• Linear