Senior Customer Supprt/Operations Analyst

Nasdaq, Inc.; Moncayo; Hybrid; MXN 400,000 - 560,000; Full time

Job summary

Nasdaq, Inc. is seeking a seasoned customer service professional to handle billing inquiries, service requests and sales support with a focus on customer relations. The role involves collaborating with sales, installations and the development team to resolve complex issues and protect consumer rights.

Located in Mexico with a hybrid work environment (at least 2 days in office). Nasdaq is an equal opportunity employer offering accommodations for applicants with disabilities and a path for career

Qualifications

• Bachelor's degree required; comparable experience may be substituted.
• At least 6 years of experience in customer service or related roles.

Responsibilities

• Provides customer service for billing inquiries, service requests, proposals and complaints.
• Supports sales, installations and communications; maintains customer relations.
• Troubleshoots, diagnoses and resolves escalated issues with cross-functional teams.
• Maintains and improves client data and informs customers about new products.

Skills

Customer service

Billing inquiries

Sales support

Troubleshooting

Communication

Team collaboration

Education

Bachelor's degree

Job description

Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints. Provides customer services relating to sales, sales promotions, installations and communications. Ensures that good customer relations are maintained, and customer claims and complaints are resolved fairly and effectively, and in accordance with the consumer laws. Develops organization-wide initiatives to proactively inform and educate customers. Develops improvement plans in response to customer surveys. Under limited supervision, uses expertise and knowledge to perform customer monitoring of systems. Under limited supervision performs customer support of billing inquiries, service requests, sales support, system failures and capacity issues. Under limited supervision troubleshoots, diagnoses and resolves complex or high priority escalated issues, working with the development team or sales team as necessary. Problem solves issues and provides recommendations. Utilizes best practices for start-up and shutdown of internal customer support systems, recovery procedures, scheduling and backups. Provides informal guidance to others to resolve issues with clients, exchanges, internal customers. Makes recommendations to improve information to customers/clients regarding new products or product updates or changes. Under minimal guidance administers and maintains client/customer data systems.

Education Required: Bachelor's degree required, comparable experience may be substituted Experience Required: At least 6 years This position can be located in Mexico, and offers the opportunity for a hybrid work environment (at least 2 days a week in office, subject to change), providing flexibility and accessibility for qualified candidates.

Come as You Are Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

At Nasdaq, we're proud to be the engine behind the world's capital markets. But we don't stop there. We build the technology that drives transparency, trust, and access - helping economies grow and people thrive. Our purpose is to advance economic progress for all. Whether you're a client, a colleague, or part of our broader community, we're here to move markets - and possibilities - forward. Join our Talent Community to stay in the loop on upcoming roles, events, and new opportunities across Nasdaq. Our hybrid work model, NasdaqBlend, gives you flexibility to do your best work - whether that's from home, in the office, or a mix of both.

Check the job listing or reach out to our team for role-specific details. We're a global team of over 8,500 innovators across 38 countries, united by a shared purpose: advancing economic progress for all. It's not just what we do - it's how we do it, together.

Want a deeper look into our culture? Explore our Culture Book. We support your success through You&Q, our total rewards program that covers every dimension of life - from building wealth and growing your career to prioritizing well-being and family care.

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