Hybrid Back Office CX Specialist — English, Zendesk, GDL

Helpware Inc.; Región Centro; Hybrid; MXN 162,000 - 195,000; Full time

Benefits offered by this job

8% Savings Fund

Food vouchers

Major Medical Insurance

Paid training

Full law benefits

Job summary

Helpware Inc. is seeking a Temporary Back Office Customer Service Representative for Guadalajara in a hybrid setup. The role focuses on delivering excellent customer experiences via email and text, with emphasis on listening, understanding, and resolving issues to ensure a smooth shopping journey.

You’ll work evenings and weekends, use Zendesk, and collaborate with the team to identify pain points, trends, and opportunities to improve service. A strong communicator with empathy will thrive here.

Qualifications

• Proficient in written and verbal English.
• 1–3 years in ecommerce customer service.
• Evenings/weekends availability preferred.
• Experience with Zendesk is required.
• Empathetic written communication skills.
• Fast learner of internal systems and processes.
• Detail-oriented with a deliberate pace.
• Emotionally intelligent, solution-oriented communication.
• Lifelong learner, adaptable.
• Positive, selfless attitude.

Responsibilities

• Respond to customer comments and questions over email and text.
• Maintain communication with our Customer Service Manager to identify customer pain points.
• Collaborate with customer service colleagues to identify and track issues and trends to improve the customer experience.

Skills

Customer service

English proficiency

Communication

Problem solving

Tools

Zendesk

Job description

Helpware Inc. is seeking a Temporary Back Office Customer Service Representative for Guadalajara in a hybrid setup. The role focuses on delivering excellent customer experiences via email and text, with emphasis on listening, understanding, and resolving issues to ensure a smooth shopping journey.

You’ll work evenings and weekends, use Zendesk, and collaborate with the team to identify pain points, trends, and opportunities to improve service. A strong communicator with empathy will thrive here.