Customer Support & Solutions Specialist (Remote-Ready)

Office Puzzle; México; Remote; MXN 360,000 - 600,000; Full time

Job summary

Office Puzzle in Mexico is seeking a Customer Support Specialist to be the primary navigator and advocate for our platform. You’ll respond to tickets via email and chat, troubleshoot issues, and help providers use the system effectively to manage scheduling, documentation, and billing tasks.

You’ll translate complex software workflows into clear guidance, create helpful articles and tutorials, collaborate with the product team to report bugs and suggest improvements, and act as the voice of the

Qualifications

• 2+ years in a customer-facing role (SaaS experience preferred).
• Comfortable using Hubspot, Zoho Desk, or Tawk.to.
• Strong English proficiency (written and oral).

Responsibilities

• Front-Line Support: Provide timely, accurate, and empathetic assistance via email and chat.
• Technical Troubleshooting: Investigate and diagnose user issues, reporting bugs to the product team.
• Customer Education & Enablement: Create and maintain help center articles, video tutorials, and webinars to help users self-serve.
• Feedback Loop: Synthesize user feedback to help shape our product roadmap.

Skills

Customer-facing

SaaS experience

English proficiency

Tools

Hubspot

Zoho Desk

Tawk.to

Job description

Office Puzzle in Mexico is seeking a Customer Support Specialist to be the primary navigator and advocate for our platform. You’ll respond to tickets via email and chat, troubleshoot issues, and help providers use the system effectively to manage scheduling, documentation, and billing tasks.

You’ll translate complex software workflows into clear guidance, create helpful articles and tutorials, collaborate with the product team to report bugs and suggest improvements, and act as the voice of the