SaaS Customer Support Specialist

Push Operations; Región Centro; On-site; MXN 179,000 - 290,000; Full time

Job summary

Push Operations in Guadalajara, Mexico is seeking a Customer Support Specialist to join our Customer Success team. This full-time, in-person role focuses on helping customers across multiple channels and resolving a range of inquiries with empathy and accuracy.

You will manage about 400 tickets per month, collaborate with Sales, CSMs, Onboarding, and Product teams, and contribute to our knowledge base to empower self-service. Subcontracted position emphasizing quality and customer focus.

Qualifications

• 1+ years of experience in a customer service/support role, preferably SaaS.
• Strong communication and interpersonal skills.
• Active listener capable of understanding customer needs and deploying appropriate strategies.
• Clear, concise, and empathetic verbal communication.
• Ability to multitask in a fast-paced environment.
• Experience with a ticketing system such as Zendesk is a bonus.

Responsibilities

• Manage the amount of ~400 tickets monthly across phone, email, and chat while ensuring availability for client assistance for up to 7.5 hours.
• Provide insightful, timely resolutions to customer inquiries across Push products and partner services.
• Collaborate with Sales, CSMs, Account Management, Onboarding, Developers and the Payments team to troubleshoot issues.
• Contribute to and update knowledge bases for self-service.
• Maintain productivity, efficiency and quality benchmarks in the Customer Success team.
• Deliver exceptional support and guidance to empower customers throughout their Push journey.

Skills

Customer service

Communication

Active listening

Verbal communication

Multitasking

Stress management

Diplomacy

Team collaboration

Tech-savvy

Tools

Zendesk

Job description

Push Operations in Guadalajara, Mexico is seeking a Customer Support Specialist to join our Customer Success team. This full-time, in-person role focuses on helping customers across multiple channels and resolving a range of inquiries with empathy and accuracy.

You will manage about 400 tickets per month, collaborate with Sales, CSMs, Onboarding, and Product teams, and contribute to our knowledge base to empower self-service. Subcontracted position emphasizing quality and customer focus.