Global Customer Experience Specialist (International)

Justworks; Ciudad de México; Presencial; MXN 756.000 - 973.000; Jornada completa

Descripción de la vacante

Justworks in Mexico City is seeking a Customer Experience Specialist to diagnose issues, advise on international payroll, benefits, and EOR contexts, and deliver practical solutions for global customers.

You will work with cross-functional teams across Product, Operations, Legal, and International, helping scale support and improve documentation and processes while delivering exceptional customer outcomes.

Formación

• 4+ years experience in a customer-facing role, ideally with experience in the EOR space.
• Proven experience in a support role, ideally within a technical, advisory, or international/EOR support capacity.
• Exceptional problem-solving skills with a proven track record of resolving complex technical issues.
• Strong technical acumen, with the ability to quickly grasp new technologies, products, and software.
• Excellent communication and interpersonal skills, capable of conveying complex solutions in a clear and understandable manner.

Responsabilidades

• Serve as a primary point of contact for high-level customer support inquiries, including international payroll, benefits, and EOR-related cases.
• Own subject matter expertise across Justworks products, with a specialization in international offerings, and partner closely with Product teams.
• Collaborate with Solutions, Incident Management, Technical, Product Development, and International teams to identify, analyze, and resolve complex domestic and global product issues.
• Partner with International Consultants and cross-functional stakeholders to navigate compliance, HR, and regulatory nuances impacting global customers.
• Develop and implement strategic solutions that improve customer experience, product performance, and scalability for international support.
• Lead training sessions and workshops for internal teams on international workflows, new features, and best practices.
• Enhance and build internal documentation, FAQs, and SOPs in CS Confluence/Help Center to support international customer scenarios and empower Customer Success teams.
• Advocate for customer needs and insights, including international trends, in product development discussions to influence roadmap decisions.
• Maintain biweekly and monthly syncs with stakeholders across Product, Operations, Legal, and International teams to stay aligned on updates and provide voice-of-customer feedback.
• Identify opportunities for automation, AI integration, and workflow improvements to increase efficiency and accuracy in international support delivery.

Conocimientos

Customer-facing experience

Technical problem-solving

Communication skills

Cross-functional collaboration

Organizational skills

Adaptability

Process improvement

Herramientas

SQL

Jira

CS Tools

Confluence

Zendesk

Descripción del empleo

Justworks in Mexico City is seeking a Customer Experience Specialist to diagnose issues, advise on international payroll, benefits, and EOR contexts, and deliver practical solutions for global customers.

You will work with cross-functional teams across Product, Operations, Legal, and International, helping scale support and improve documentation and processes while delivering exceptional customer outcomes.