SaaS Customer Support Specialist – Growth & Impact

Push Operations; Región Centro; On-site; MXN 246,000 - 268,000; Full time

Job summary

Push Operations is seeking a Customer Support Specialist to join our growing Customer Success team at our Guadalajara office. You will help customers, troubleshoot a range of issues, and ensure timely, accurate responses across channels.

This role focuses on 400 monthly tickets, collaborating with Sales, CS, Onboarding, Developers, and Payments teams, while updating knowledge bases and maintaining high customer satisfaction.

Qualifications

• 1+ years of experience in a customer service/support role, preferably in a SaaS environment.
• You are a strong communicator with excellent interpersonal and organizational skills.
• You are an active listener capable of understanding customer needs and deploying appropriate strategies to ensure that they are addressed in a timely manner.
• Strong verbal communication skills; able to express yourself in a clear, concise, and empathetic manner.
• Ability to thrive at multitasking and prioritizing in a fast-paced environment.
• Maintain a calm and composed demeanor during high-pressure situations, leveraging effective stress management techniques to deliver exceptional service to Push's client’s.
• A genuine passion for customer support and the role it plays in making a customer-centric team successful.
• Open mindedness to know when you need help, and are not afraid to ask for it.
• Comfortable with working with software, as well as adopting new technologies.
• Experience with Zendesk or a similar ticketing system is a bonus.

Responsibilities

• Manage the amount of 400 tickets monthly, efficiently addressing both inbound and outbound inquiries across various support channels which include phone, email, and chat while ensuring availability for client assistance for up to 7.5 hours during our hours of operation;
• Confidently address inquiries, offering insightful advice, and proactively tackle customers' challenges pertaining to all of Push’s products and partner services;
• Collaborate effectively with internal stakeholders, including Sales, Customer Success Managers (CSMs), Account Management, Onboarding, Developers and the Payments team, to troubleshoot technical product issues. Ensure swift resolution by coordinating with the relevant teams, fostering seamless communication and alignment across departments;
• Contribute and update our knowledge bases, meticulously ensuring the quality of resources for customers' self-service needs;
• Consistently achieve departmental productivity, efficiency, and quality benchmarks while spearheading initiatives aimed at elevating the overall Customer Experience;
• Demonstrate an unwavering dedication to customer success, actively empowering customers throughout their journey with Push by providing exceptional support and guidance;
• Maintain a receptive attitude towards feedback, utilizing it as a tool for personal and professional development.

Skills

Customer service

Communication

Active listening

Multitasking

Stress management

Diplomacy

Growth mindset

Asking for help

Software comfort

Customer focus

Tools

Zendesk

Job description

Push Operations is seeking a Customer Support Specialist to join our growing Customer Success team at our Guadalajara office. You will help customers, troubleshoot a range of issues, and ensure timely, accurate responses across channels.

This role focuses on 400 monthly tickets, collaborating with Sales, CS, Onboarding, Developers, and Payments teams, while updating knowledge bases and maintaining high customer satisfaction.