Customer Support Specialist

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

About Us

Office Puzzle is an all-in-one platform designed to let behavioral health, therapy, and home health providers get back to what they do best: caring for clients. By simplifying the "puzzle" of scheduling, documentation, billing, and compliance, we strip away the administrative burden that slows providers down.

We’re a small, fast-moving team that cares deeply about our customers. Every role here has a real impact. As we grow, your work will directly contribute to how we improve our platform and scale our operations to help more caregivers succeed.

About The Role

As a Customer Support Specialist, you’ll be the primary navigator and advocate of Office Puzzle. You aren't just answering tickets; you are a problem-solver and a strategic partner to our users. You’ll dive deep into our platform to ensure providers feel supported, empowered, and confident in using our tools to manage their practices.

This role requires a unique blend of technical curiosity, high-level empathy, and the ability to translate complex software workflows into simple, actionable advice.

Key Responsibilities

• Front-Line Support: Provide timely, accurate, and empathetic assistance via email and chat.
• Technical Troubleshooting: Investigate and diagnose user issues, collaborating with the product team to report bugs and suggest improvements.
• Customer Education & Enablement: Assist to create and maintain help center articles, video tutorials, and webinars to help users self-serve and master the platform.
• Feedback Loop: Act as the "voice of the customer" by synthesizing user feedback to help shape our product roadmap.

Future Growth Opportunities

We are scaling quickly, and we want you to grow with us. As the team expands, this role may evolve to include:

• Leading specialized training sessions for enterprise-level clients.
• Transitioning into a Customer Support Manager or Technical Support Lead role.
• Contributing to Product Management by overseeing feature beta testing.

Who Thrives in This Role

This role is a great fit for someone who:

• Is a Natural Problem Solver: You don’t just fix the surface issue; you look for the "why" behind the problem.
• Communicates with Clarity: You can explain technical concepts to non-technical users without breaking a sweat.
• Thrives in Autonomy: You enjoy the pace of a startup and are comfortable managing your own time and priorities.
• Has a "Helper" Mentality: You get a genuine "win" out of making someone else's workday easier.

Required Qualifications

• Experience: 2+ years in a customer-facing role (SaaS experience preferred).
• Tech Savvy: Comfortable learning complex software quickly and using tools like Hubspot, Zoho Desk, or Tawk.to.
• Communication: Strong English proficiency (written and oral)

Nice to Have

• Experience in the Behavioral Health industry.
• Basic understanding of healthcare administrative workflows (scheduling, HIPAA, or billing) is a major plus
• Experience working in a remote, fast-paced startup environment.