Customer Service Representative (Mexico) (Remote)

OperationsArmy; Ciudad de México; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A dynamic tech company is seeking a fully remote Customer Service Representative to provide world-class support for users of their innovative software. The ideal candidate will have prior experience in software customer support, exceptional written communication skills in English, and the ability to thrive in a fast-paced remote work environment. This full-time role requires availability for weekends as well as weekdays.

Formación

• Previous customer support experience in a software company, preferably SaaS.
• Strong English writing skills are essential.
• Proven ability to adapt to remote work environments.

Responsabilidades

• Handle customer inquiries via Slack and email, ensuring timely responses.
• Assist new users in their onboarding process.
• Contribute to documentation for future user assistance.

Conocimientos

Customer support experience

Exceptional written communication

Familiarity with Slack

Experience with SaaS platforms

Herramientas

Slack

Intercom

Jira

Pylon

Descripción del empleo

Customer Service Representative (Mexico) (Remote)

Job Openings Customer Service Representative (Mexico) (Remote)

About the job Customer Service Representative (Mexico) (Remote)

Fully Remote Customer Service Representative (Self-Serve SaaS) (Weekend + Weekday Schedule)

Are you passionate about helping users succeed with innovative software? Join us on the frontlines as a Customer Service Representative during 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.

Note:

This is a 100% remote, full-time role with a schedule that includes Saturdays, Sundays, and 3 weekdays. Candidates must be available to work on weekends.

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