Customer Service Representative (Mexico) (Remote)

OperationsArmy; Región Centro; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A dynamic tech startup is seeking a Customer Service Representative to join the remote team from Mexico. The role involves assisting users with troubleshooting and providing answers while collaborating with internal teams to enhance the customer experience. Ideal candidates will have experience in a software company, excellent English communication skills, and familiarity with tools like Slack and Pylon. This position is key during our self-serve launch and demands adaptability and strong work ethic.

Formación

• Experience working at a software company.
• Strong communication skills in English.
• Familiarity with ticketing/automation systems.

Responsabilidades

• Respond to customer inquiries via Slack and email.
• Collaborate with AI bots and escalate complex issues.
• Maintain efficient communication with users.

Conocimientos

Strong written English skills

Experience in customer support

Adaptability

Herramientas

Slack

Pylon

Intercom

Descripción del empleo

Customer Service Representative (Mexico) (Remote)

Job Openings: Customer Service Representative (Mexico) (Remote)

About the job

We are seeking a Customer Support Representative to join our team remotely from Mexico. This role involves assisting users with troubleshooting, navigation, and providing answers, while collaborating with internal teams to enhance systems, documentation, and the overall customer experience. It is crucial during our self-serve launch and requires excellent communication skills, adaptability, and a strong work ethic typical of a startup environment.

What You'll Do

• Monitor and respond to customer inquiries via shared Slack channels, support email, and ticketing systems (e.g., Pylon)
• Collaborate with AI support bots and escalate complex or sensitive issues for human review
• Maintain clear, empathetic, and efficient communication with users across regions
• Identify gaps in the knowledge base and contribute to internal documentation
• Assist with onboarding processes, including guiding new customers and handling first-time questions
• Coordinate with the core team during onboarding to learn processes before transitioning to night coverage

What We're Looking For

• Experience working at a software company
• Strong written English skills with the ability to communicate clearly, empathetically, and professionally
• Familiarity with tools like Slack, Intercom, Linear, Pylon, or similar ticketing/automation systems
• Experience with startup or fast-growth SaaS products is highly preferred