Customer Support Representative Tier 2

Helpware; Región Centro; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading global ticket platform is seeking a Key Account Manager in Mexico, focused on delivering exceptional service to high-profile clients. This role requires significant experience in customer-facing roles, proficiency in both Spanish and English, and a passion for creating memorable experiences. Ideal candidates are autonomous, proactive, and thrive under pressure, contributing to a multicultural team environment.

Formación

• Minimum 2 years of experience in customer-facing roles.
• Proven ability to deliver top-tier service under pressure.
• Availability to work flexible shifts, including weekends.

Responsabilidades

• Develop & grow the fan-base with high-profile customers.
• Build lifelong relationships to increase retention.
• Coordinate with internal teams to ensure seamless experiences.

Conocimientos

Fluent in Spanish

Fluent in English (C1/C2)

Excellent communication skills

Strong problem-solving mind

Customer-centric mindset

Herramientas

CRM platforms

Microsoft Office

Descripción del empleo

About the position

Are you passionate about delivering outstanding, personalized experiences and creating unforgettable moments for fans around the world? StubHub International is expanding our Customer Experience Team in Mexico, and we’re looking for an experienced sales‑oriented professional ready to go above and beyond to develop our fan base with high‑profile customers.

At StubHub International, our mission is to connect people through live events and make every interaction truly exceptional. This is your opportunity to grow your career in a fast‑paced, multicultural environment where every day brings new challenges and rewards.

What you’ll do

As a Key Account Manager, you will act as a trusted advisor and single point of contact for our premium customers, ensuring that every step of their journey with StubHub International feels smooth, personal, and extraordinary.

You will:

• Develop & grow our highest priority fan‑base with high‑profile customers.
• Build lifelong relationships with our users to increase retention and reduce churn.
• Deliver best‑in‑class service to our most valued customers through personalized communication and proactive support.
• Manage client relationships end‑to‑end: from inquiries and special requests to post‑event followup.
• Anticipate customer needs and provide tailored solutions with autonomy and initiative.
• Coordinate with internal teams (Operations, Payments, Logistics, etc.) to ensure seamless delivery of every experience.
• Maintain ownership of assigned cases or accounts, providing timely updates and resolutions.
• Communicate complex information clearly and empathetically, always focused on building trust and satisfaction.
• Represent StubHub International’s premium brand standards with excellence, integrity, and enthusiasm.

What you’ll need

Required:

• Minimum 2 years of experience in customer‑facing roles (Concierge, VIP Support, Account Management, or similar).
• Fluent in Spanish and fluent in English (C1/C2 level).
• Excellent communication skills and ability to engage with high‑profile customers.
• Strong problem‑solving mindset, autonomy, and accountability.
• Proficiency in CRM and customer management platforms, strong Microsoft Office, and digital communication skills.
• Proven ability to deliver top‑tier service under pressure and manage multiple priorities.
• Customer‑centric mindset with a genuine passion for creating exceptional experiences.
• Availability to work flexible shifts, including weekends when required.

Desired:

• Experience in eCommerce, hospitality, or entertainment industries.
• Additional languages (especially European) are a strong plus.
• Previous experience in a premium or VIP service environment.

How you are

• You thrive on creating memorable experiences for others.
• You are autonomous, proactive, and solution‑driven.
• You understand that premium service is all about attention to detail and human connection.
• You enjoy working in a multicultural team and value collaboration.
• You combine professionalism with warmth and know how to have fun while working hard!