Senior Customer Support Expert - Hybrid Oaxaca

Placements24; Oaxaca de Juárez; Hybrid; MXN 420,000 - 780,000; Full time

Benefits offered by this job

Hybrid work model

Leadership development

Competitive salary

Job summary

Placements24 seeks an Expert Customer Support Representative in Oaxaca City, Oaxaca. You will handle advanced inquiries, mentor junior staff, and contribute to service strategy improvements. This role blends in-office collaboration with remote work within a Hybrid model.

You will serve as a senior point of contact, leveraging deep product knowledge to resolve complex issues and train peers, while driving customer satisfaction and loyalty.

Qualifications

• Minimum of 4 years in a customer support role, with senior responsibilities.
• Deep knowledge of the company’s products and services.
• Strong analytical, problem-solving and critical-thinking skills.
• Excellent communication, listening, and people skills.
• Ability to train, mentor, and guide peers in a team.

Responsibilities

• Provide advanced support and troubleshooting for complex issues.
• Act as a mentor, supporting junior staff with challenging cases.
• Analyze interactions and feedback to identify trends and improvements.
• Develop and update knowledge base, docs, and training materials.
• Manage client escalations to ensure timely resolutions.
• Collaborate with cross-functional teams to improve customer experience.

Skills

Analytical thinking

Problem solving

Communication

Mentoring

Interpersonal skills

Education

Bachelor's degree in a related field

Tools

CRM software

Helpdesk systems

Job description

Placements24 seeks an Expert Customer Support Representative in Oaxaca City, Oaxaca. You will handle advanced inquiries, mentor junior staff, and contribute to service strategy improvements. This role blends in-office collaboration with remote work within a Hybrid model.

You will serve as a senior point of contact, leveraging deep product knowledge to resolve complex issues and train peers, while driving customer satisfaction and loyalty.