(English C1) Customer Support Consultant (remote)

SupportYourApp; Mexico; Remote; MXN 307,000 - 409,000; Full time

Benefits offered by this job

Fixed schedule: Mon-Fri 9 AM-5 PM EDT

Fully remote cooperation

Inclusive international environment

Compensation in USD

Rewards for referring friends

Leadership responsive to growth

Self-development culture

Trust-based culture

Job summary

SupportYourApp is seeking a Customer Support Consultant for a fully remote role. You will handle emails and calls, assist with product questions and troubleshooting, and gather required details to open support tickets.

You will track cases, escalate when needed, and communicate timely updates to customers and teams. The role requires at least 6 months of customer support experience, excellent English (C1), familiarity with ticketing tools and CRM systems, and strong communication and teamwork

Qualifications

• Excellent English skills (C1 for speaking and writing).
• 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.
• Ability to work 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

Customer support

CRM systems

Excellent English (C1)

Analytical skills

Effective communication

Teamwork

Fast-paced environment

Tools

Ticketing platforms

MS Office

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.

You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.

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

Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.