(English C1) Customer Support Consultant (remote)

SupportYourApp, Inc.; Ciudad de México; Remote; MXN 223,000 - 335,000; Full time

Benefits offered by this job

Fixed schedule: Mon-Fri 9am–5pm EDT

Fully remote work

USD compensation

Inclusive international environment

Referral rewards

Job summary

SupportYourApp, Inc. is seeking a Customer Support Consultant to deliver outstanding service to clients worldwide from a home office. You will handle emails and calls, resolve product questions, and gather details to open support tickets.

The role requires excellent English (C1), at least six months in customer support, and familiarity with ticketing platforms and CRM tools. You will work in a fast-paced, high-volume environment with empathy and teamwork.

Qualifications

• Excellent English skills (C1 for both spoken and written).
• At least 6 months of experience in a customer support role.
• Familiarity with ticketing platforms, CRM systems, and customer communication tools.
• Basic MS Office proficiency, and analytical/research skills.
• Empathy, customer-centric mindset, effective communication, problem-solving, and teamwork skills.
• Ability to work effectively in a fast-paced, high-volume environment.

Responsibilities

• Deliver outstanding customer support via emails and calls.
• Assist customers with product-related questions, technical troubleshooting, and support requests.
• Gather the necessary customer details to open a support ticket, including the customer’s name, email address, phone number, parcel number, the specific tax office involved, and a brief description of the issue.
• Manage open support cases, ensuring unresolved issues are actively tracked and updated.
• Escalate complex or high-priority issues to the appropriate team when needed.
• Communicate status updates to customers and internal stakeholders, ensuring timely follow-up.

Skills

English proficiency (C1)

Customer empathy

Communication

Teamwork

Problem-solving

Fast-paced work

Tools

Ticketing platforms

CRM systems

MS Office

Analytical skills

Job description

Who are we?

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions?

Join our community as a Customer Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes.

What you will do:

• Deliver outstanding customer support via emails and calls;
• Assist customers with product-related questions, technical troubleshooting, and support requests;
• Gather the necessary customer details to open a support ticket, including the customer’s name, email address, phone number, parcel number, the specific tax office involved, and a brief description of the issue;
• Manage open support cases, ensuring unresolved issues are actively tracked and updated;
• Escalate complex or high-priority issues to the appropriate team when needed;
• Communicate status updates to customers and internal stakeholders, ensuring timely follow-up.

What you need to succeed in this role:

• Excellent English skills (C1 for both spoken and written);
• At least 6 months of experience in a customer support role;
• Familiarity with ticketing platforms, CRM systems, and customer communication tools.
• Basic MS Office proficiency, and analytical/research skills;
• Empathy, customer-centric mindset, effective communication, problem-solving, and teamwork skills;
• Ability to work effectively in a fast-paced, high-volume environment;

• Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).

Benefits:

• Fixed schedule: Monday-Friday, 9 AM — 5 PM EDT;
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also –internal health policy;
• Responsive leadership interested in your growth and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

Over 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

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