Customer Support Specialist

Push Operations; Región Centro; On-site; MXN 179,000 - 290,000; Full time

Job summary

Push Operations in Guadalajara, Mexico is seeking a Customer Support Specialist to join our Customer Success team. This full-time, in-person role focuses on helping customers across multiple channels and resolving a range of inquiries with empathy and accuracy.

You will manage about 400 tickets per month, collaborate with Sales, CSMs, Onboarding, and Product teams, and contribute to our knowledge base to empower self-service. Subcontracted position emphasizing quality and customer focus.

Qualifications

• 1+ years of experience in a customer service/support role, preferably SaaS.
• Strong communication and interpersonal skills.
• Active listener capable of understanding customer needs and deploying appropriate strategies.
• Clear, concise, and empathetic verbal communication.
• Ability to multitask in a fast-paced environment.
• Experience with a ticketing system such as Zendesk is a bonus.

Responsibilities

• Manage the amount of ~400 tickets monthly across phone, email, and chat while ensuring availability for client assistance for up to 7.5 hours.
• Provide insightful, timely resolutions to customer inquiries across Push products and partner services.
• Collaborate with Sales, CSMs, Account Management, Onboarding, Developers and the Payments team to troubleshoot issues.
• Contribute to and update knowledge bases for self-service.
• Maintain productivity, efficiency and quality benchmarks in the Customer Success team.
• Deliver exceptional support and guidance to empower customers throughout their Push journey.

Skills

Customer service

Communication

Active listening

Verbal communication

Multitasking

Stress management

Diplomacy

Team collaboration

Tech-savvy

Tools

Zendesk

Job description

Push is an all-in-one platform that helps businesses grow and scale their companies by simplifying HR, payroll, time tracking, and scheduling. Our purpose is to help our customers free up their time by making people management ridiculously easy, so they can focus on their passion.

The Team:

We're a group of competitive, dedicated people who place a high priority on competence and efficiency, but an even higher stock in engaged and passionate team members who contribute to our culture and make an impact. As part of our rapidly growing team you will play an important and unique role in working towards our mission to help 1 million people do what they love.

We are currently looking for a Customer Support Specialist to join our growing Customer Success team! This role requires a person who loves to help and support people. You have a keen interest in troubleshooting and supporting our customers in solving a variety of issues, ranging from the simplest to the most complex technical issues. You are capable of effectively resolving customer inquiries in a considerate, accurate, and timely manner. You are also eager to work with the rest of the Customer Success team to improve all aspects of the customer experience, making Push truly customer-centric.

Location:

This position is non-remote full time based at our office in Guadalajara, Mexico.

Responsibilities:

• Manage the amount of 400 tickets monthly, efficiently addressing both inbound and outbound inquiries across various support channels which include phone, email, and chat while ensuring availability for client assistance for up to 7.5 hours during our hours of operation;
• Confidently address inquiries, offering insightful advice, and proactively tackle customers' challenges pertaining to all of Push's products and partner services;
• Collaborate effectively with internal stakeholders, including Sales, Customer Success Managers (CSMs), Account Management, Onboarding, Developers and the Payments team, to troubleshoot technical product issues. Ensure swift resolution by coordinating with the relevant teams, fostering seamless communication and alignment across departments;
• Contribute and update our knowledge bases, meticulously ensuring the quality of resources for customers' self-service needs;
• Consistently achieve departmental productivity, efficiency, and quality benchmarks while spearheading initiatives aimed at elevating the overall Customer Experience;
• Demonstrate an unwavering dedication to customer success, actively empowering customers throughout their journey with Push by providing exceptional support and guidance;
• Maintain a receptive attitude towards feedback, utilizing it as a tool for personal and professional development.

Why Push?

• Do what you love!It’s the key to happiness. That’s why at Push we aim to create a supportive environment to help foster your passion for work, and keep you feeling energized and happy so you can do more of what you love.
• Grow Yourself.We want to see you win in all areas. At Push, our mantra is: you will grow professionally and personally. We drive conversations around your personal and professional goals. Let’s crush it together.
• Make an Impact. At Push, we believe everyone is born a genius, and our responsibility is to develop that genius within. Impact is our key metric - that’s why we challenge Pushies to show up as their authentic selves while creating a legacy.

This position is subcontracted. At Push, we place value on different types of experiences. If your experience looks a little different from what we've listed but you think you're a good fit, we would still love to hear from you.

We celebrate diversity and promote equal opportunity. We appreciate what makes each of our team members different and encourage you to apply, no matter who you are or how you identify.

Push Operations welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates participating in all aspects of the recruitment and selection process.

Please note that we use AI to screen and assess applicants for this position. Human oversight is maintained throughout the hiring process.

Job Type: Full-time, in-person

Requirements

Required Skills and Qualifications

• 1+ years of experience in a customer service/support role, preferably in a SaaS environment;
• You are a strong communicator with excellent interpersonal and organizational skills;
• You are an active listener capable of understanding customer needs and deploying appropriate strategies to ensure that they are addressed in a timely manner;
• Strong verbal communication skills; able to express yourself in a clear, concise, and empathetic manner;
• Ability to thrive at multitasking and prioritizing in a fast-paced environment;
• Maintain a calm and composed demeanor during high-pressure situations, leveraging effective stress management techniques to deliver exceptional service to Push's client's;
• Ability to exude diplomacy, tact, and poise under pressure when working through customer issues;
• A genuine passion for customer support and the role it plays in making a customer-centric team successful;
• Open mindedness to know when you need help, and are not afraid to ask for it;
• Comfortable with working with software, as well as adopting new technologies;
• Experience with Zendesk or a similar ticketing system is a bonus;