Jr Customer Success & Account Coordinator - Hybrid Guadalajara Mx

Flextal Staffing Llc; Región Centro; Hybrid; MXN 240,000 - 400,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

MezTal in Guadalajara, Mexico is seeking a Customer Success & Account Coordinator to support a U.S.-based SaaS client in the Senior Living sector. This is not a traditional call center; you’ll build relationships with senior living communities and healthcare professionals, pro-actively engaging to understand needs and drive value.

You don’t need years of sales experience; what matters is your communication, adaptability and willingness to learn.

Qualifications

• Advanced English proficiency with ability to hold unscripted calls with U.S. customers.
• Strong interpersonal and relationship-building skills.
• Excellent verbal communication across diverse backgrounds.
• Proactive attitude and willingness to take initiative.
• Ability to thrive in a structured, fast-paced setting with rotating schedules.

Responsibilities

• Build and maintain relationships with senior living communities and healthcare professionals across the United States.
• Proactively contact customers to understand needs, answer questions, and maintain engagement.
• Develop trust through active listening and consistent follow-up.
• Communicate confidently with stakeholders, including community managers and decision-makers.
• Handle sensitive conversations professionally while maintaining positive relationships.
• Encourage usage of the platform by providing personalized support and demonstrating its value.
• Manage inbound and outbound calls and emails in a fast-paced environment.
• Assist with onboarding and staffing-related inquiries.

Skills

Advanced English proficiency

Relationship-building

Excellent verbal communication

Proactive attitude

Fast-paced work experience

Job description

Location: Guadalajara, Jalisco, Mexico | Hybrid
Company: MezTal
Industry: SaaS | Senior Living | Technology

About the Opportunity

At MezTal, we connect talented professionals in Mexico with exciting career opportunities at U.S.-based companies.

We are looking for a Customer Success & Account Coordinator to support one of our U.S. clients, a growing SaaS company in the Senior Living industry.

Our client provides a technology platform that connects senior living communities with qualified healthcare professionals, helping them manage their staffing needs.

This is not a traditional, script-based Call Center position.

We are looking for someone who enjoys connecting with people, building relationships, thinking on their feet, and finding solutions.

In this role, you won't simply wait for customers to call with a problem. You'll take initiative, reach out to customers, understand their needs, and help create a positive experience for both senior living communities and healthcare professionals.

You don't need years of experience or a strong sales background to succeed. What matters most is your communication skills, confidence, adaptability, and willingness to learn.

If you're someone who enjoys talking to people, isn't afraid of challenging conversations, and knows how to make customers feel valued, we'd love to meet you!

What You'll Do

Customer Relationship Management

• Build and maintain positive relationships with senior living communities and healthcare professionals across the United States.
• Proactively contact customers to understand their needs, answer questions, and maintain engagement.
• Develop trust and rapport through natural conversations, active listening, and consistent follow-up.
• Communicate confidently with different stakeholders, including community managers and decision-makers.
• Handle sensitive or challenging conversations professionally while maintaining positive customer relationships.
• Encourage customers to continue using the platform by providing personalized support and demonstrating its value.

Customer Operations & Support

• Manage inbound and outbound calls, emails, and customer requests in a fast-paced environment.
• Support healthcare professionals throughout their onboarding process, including documentation review and platform requirements.
• Assist with staffing-related inquiries, scheduling concerns, and service issues.
• Follow up with healthcare professionals to understand their availability, encourage engagement, and help them remain active on the platform.
• Collaborate with internal teams to ensure smooth daily operations and a positive customer experience.
• Develop knowledge of assigned U.S. territories, customer needs, and operational requirements.

Proactive Problem-Solving & Ownership

• Take ownership of customer concerns and follow through until a solution is reached.
• Think quickly and adapt your communication style to different personalities and unexpected situations.
• Identify potential problems and take action before they
• Handle difficult conversations with confidence, empathy, and professionalism.
• Find creative solutions while respecting company policies and procedures.
• Manage multiple priorities while maintaining accuracy, efficiency, and a sense of urgency.

Requirements

What We're Looking For

• Previous experience in a customer-facing role, such as Account Management, Customer Success, Customer Service, Customer Experience, Project Coordination, Sales Support, or related areas.
• Advanced English proficiency, with the confidence and fluency to hold natural, unscripted phone conversations with U.S. customers.
• Strong interpersonal and relationship-building skills.
• Excellent verbal communication skills and the ability to connect with people from different backgrounds.
• Confidence speaking with customers, including managers and decision-makers.
• A proactive attitude and willingness to take initiative without waiting for instructions.
• Strong problem-solving skills and the ability to think quickly in unexpected situations.
• Ability to handle challenging conversations, customer objections, and changing priorities.
• A collaborative mindset and willingness to work closely with a team.
• Adaptability, accountability, and a genuine interest in learning and growing professionally.
• Comfortable working in a structured, fast-paced environment with rotating schedules.

Schedule & Work Arrangement

• Full-time position with rotating schedules covering operational hours between 4:00 AM and 11:00 PM, depending on U.S. daylight saving time.
• Availability to work rotating weekends and Mexican holidays, as required by the operation.
• Five working days per week, with two days off.
• Eight working hours per day, plus a one-hour meal break and two 15-minute breaks.
• Hybrid work model requiring three days per week at the Guadalajara WeWork office (in Midtown Jalisco), with remote-work arrangements for designated early