Customer Support Specialist (Mexico)

Preply; Ciudad de México; A distancia; MXN 367,000 - 551,000; Jornada completa

Descripción de la vacante

A leading Ed-Tech company in Mexico, Ciudad de México is looking for a Customer Advocate to provide support through written communication. The role involves helping users navigate the platform, resolving issues, and working closely with product teams. Ideal candidates will have excellent English skills, technical proficiency, and a customer-centric mindset, along with the ability to work in a dynamic environment.

Servicios

Generous learning budget

Competitive financial package

Dynamic working environment

Formación

• Previous experience providing support through live chats.
• Ability to understand customers' needs.
• A passion for learning and self-improvement.

Responsabilidades

• Answer customers’ questions and resolve issues.
• Identify problem areas and flag them.
• Work closely with product teams to resolve issues.

Conocimientos

Fluency in English

Outstanding written skills

Technical and analytical skills

Customer-oriented mindset

Ability to provide solutions

Teamwork

Herramientas

Computer with i5 or i7 processor

Internet connection of at least 30 mbps

Descripción del empleo

About Us

We power people’s progress. At Preply we’re all about creating life‑changing learning experiences. We help people discover the magic of the perfect tutor, craft a personalized learning journey, and stay motivated to keep growing. Our approach is human‑led, tech‑enabled, and it’s creating real impact. So far 90,000 tutors have delivered over 20 million lessons to learners in more than 175 countries. Every Preply lesson sparks change, fuels ambition, and drives progress that matters.

Your Impact in One Sentence

To guide and support users with their interactions on Preply and to resolve any issues they may face by becoming a true Customer Advocate.

Why Join Our Customer Support Squad

• Our international team is constantly growing and you can join 100 bright specialists across 8 teams empowered by experienced managers from world‑top companies (Booking, Uber).
• Flexibility is a must for us and a big advantage. Preply supports customers 24/7, so you’ll have a monthly rotating schedule with 9‑hour shifts and no less than 11‑hour gaps between them to rest properly.
• For efficient professional development, our trainers support you not only through onboarding but also afterward with additional support to set you up for success.
• No calls—only written communication via chats, emails, and social.
• We have a dynamic environment and fast working pace with reasonable goals and clear KPIs for you to be confident in what the team expects from you.

What You’ll Be Doing

• Answer customers’ questions and resolve any issues that they may be facing.
• Identify problem areas and flag them to the concerned team.
• Ensure customer satisfaction and work on collecting and tracking user feedback.
• Work closely with product teams to resolve issues and share customer feedback.

What You Need to Succeed

• Previous experience providing support through live chats.
• Fluency in English.
• Strong technical and analytical skills.
• Ability to provide proactive and innovative solutions.
• Outstanding written and verbal skills.
• Ability to understand customers’ needs.
• Ability to work in teams.
• A customer‑centric empathetic mindset with excellent listening skills.
• Ability to focus on what counts, creating simple solutions to deliver fast results.
• A passion for learning and a desire for self‑improvement.
• Computer with i5 or i7 processor, 16 GB RAM, 256 GB SSD.
• Internet connection of at least 30 mbps.

Recruitment Process at Preply

We want your recruitment experience with us to be as smooth and enjoyable as possible! Here’s what to expect:

1. Introductory Video Call: A quick friendly video interview step where you record answers to some questions and a short writing assessment that lets us learn more about your background, experience, and motivation.
2. Meet with Our Talent Acquisition Team: A deeper conversation with one of our Talent Acquisition specialists. We share more details about the role, the company, and our culture. This is also the time to discuss salary and other important details and to answer any questions you may have.
3. Technical Interview with the CS Team Lead: The final step is a technical interview with one of our CS Team Leads. Don’t worry, this is where we dive into your skills and see how they align with the job, ensuring you’re set up for success.

Each stage is designed to help us learn more about you while giving you insights into what it’s like to work with us. We’ll keep you updated every step of the way!

Why You’ll Love It at Preply

• An open collaborative, dynamic and diverse culture.
• A generous monthly allowance for lessons on a Learning & Development budget and time off for your self‑development.
• A competitive financial package with equity and leave allowance.
• The opportunity to unlock the potential of learners and tutors through language learning and teaching in 175 countries (and counting!).

Our Principles

• Care to change the world – we are passionate about our work and care deeply about its impact, making it life‑changing.
• We do it for learners – for both Preply and tutors, learners are why we do what we do. Each day we focus on empowering tutors to deliver an exceptional learning experience.
• Keep perfecting – to create an outstanding customer experience we focus on simplicity, smoothness, and enjoyment, continually perfecting it as every detail matters.
• Now is the time – in a fast‑paced world it matters how quickly we act. Now is the time to make great things happen.
• Disciplined execution – excellence in our execution. We set clear goals, focus on what matters, and utilize our resources efficiently.
• Dive deep – we leverage business acumen and curiosity to investigate disparities between numbers and stories, unlocking meaningful insights to guide our decisions.
• Growth mindset – we proactively seek growth opportunities and believe today’s best performance becomes tomorrow’s starting point. We humbly embrace feedback and learn from setbacks.
• Raise the bar – we raise our performance standards continuously alongside each new hire and promotion. We build diverse and high‑performing teams that can make a real difference.
• Challenge, disagree and commit – we value open and candid communication even when we don’t fully agree. We speak our minds, challenge when necessary, and fully commit to decisions once made.
• One Preply – we prioritize collaboration, inclusion, and the success of our team over personal ambitions. Together we support and celebrate each other’s progress.

Diversity, Equity, and Inclusion

Preply is committed to creating a diverse and inclusive environment where people from all backgrounds can thrive. Different opinions and viewpoints are key ingredients in our success as a multicultural Ed‑Tech company.

Preply will consider all applications for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.

Required Experience

IC

Key Skills

Design Engineering, Baan, Customer Service, Fund Management, ABAP, Elevator

Employment Type

Full Time

Experience

Years

Vacancy

1