CX Associate

Turn; México; On-site; MXN 201,000 - 268,000; Full time

Benefits offered by this job

Major medical health insurance

Anniversary/end of year bonuses

Paid time off

Growth opportunities

Job summary

Turn is seeking a CX Associate to be the main point of contact for workers on our platform, handling tickets in Freshdesk, and supporting onboarding and background-check processes while delivering excellent customer service.

You will work closely with Compliance and other teams; must communicate effectively in English, meet deadlines, and help resolve issues with timely follow-ups. This role offers health benefits, paid time off, and growth opportunities.

Qualifications

• 2+ years of office experience.
• Background in customer support or service.
• Strong English written and spoken.
• Excellent written and verbal communication.
• Strong risk-evaluating and decision-making skills.
• Excellent investigative/research abilities.
• Ability to work under deadlines.

Responsibilities

• Learn processes with the team to provide accurate information and customer service to workers on the platform.
• Monitor turnaround times of background checks to meet industry standards.
• Maintain the ticketing system to ensure timely responses and follow-ups.
• Collaborate with internal teams to resolve discrepancies or address adverse action claims.
• Be detail-oriented and observant for errors or inaccurate information.
• Participate in ad-hoc projects as assigned by the Manager.

Skills

Customer service

English proficiency

Communication skills

Research skills

Deadline oriented

Risk assessment

Tools

Freshdesk

Job description

Turn is a venture-backed, experienced team of entrepreneurs that are focused on driving unprecedented value in the ready workforce industry. Our B2B workforce acquisition platform is used by companies in 30+ industry verticals ranging from ride share and delivery to health care and event staffing. We support employers that need to develop last mile labor quickly and consistently.

About You

We are looking for a passionate CX Associate to join our team. You will be the main point of contact for workers on our platform and provide the best customer service experience possible. You will be working closely with our Compliance team and provide support in resolving any issues that may arise during workers’ background checks or onboarding processes, assisting the team with ad-hoc research projects and providing fantastic customer service overall.

You are an energetic team player who is eager to learn and grow with our company. Your English skills (written and verbal) are impeccable. You are proactive and a great communicator. You are responsible for providing customer service, managing tickets in our Freshdesk system, resolving worker issues, replying to emails, and providing timely follow up to requests for information.

What You'll Do:

• Work closely with your team to learn our processes and be able to provide accurate information and customer service to the workers that come onto our platform.
• Monitor the turnaround times of all background checks initiated on our platform to ensure we are meeting industry standards.
• Be on top of the ticketing system, to ensure we are providing timely responses and follow ups.
• Work with internal teams to assist with resolving discrepancies or to address any adverse action claims.
• Be extremely detail oriented and observant of any errors or information that looks inaccurate.
• Ad-hoc projects to be determined by your Manager.

What You’ll Need:

• At least 2 years’ work experience in an office setting.
• A customer support, tech support or customer service background.
• Strong English language skills, both written and spoken.
• Excellent written and verbal communication skills.
• Great risk-evaluating and decision-making skills are a must.
• Excellent research skills are a must (investigative research experience a plus).
• Ability to work under deadlines is a must (experience in production environment a plus).
• Major medical health insurance
• Anniversary/end of year bonuses
• Paid time off
• Excellent company culture and growth opportunities

Turn is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.