Sr Tech Supp Specialist

Honeywell; A distancia; MXN 148,000 - 223,000; Jornada completa

Descripción de la vacante

A technology leader is looking for a Customer Support Specialist in Mexico. This remote role focuses on assisting employees with payroll inquiries via phone and email. Ideal candidates should have over a year of customer service experience, be bilingual in Spanish and English, and demonstrate strong empathy. Full-time position with a salary range of 148,200 to 222,200 MXN annually. Join a dedicated team working in the education and healthcare sectors.

Formación

• 1+ year of experience in a customer service or call center environment.
• Strong patience, empathy, and urgency when resolving customer issues.
• Ability to provide phone and email support regarding payroll inquiries.

Responsabilidades

• Provide phone and email support to employees regarding payroll inquiries.
• Deliver exceptional customer service while troubleshooting issues.
• Document interactions accurately and maintain service quality standards.

Conocimientos

Customer service experience

Fluent in Spanish

Fluent in English

Microsoft Office Suite proficiency

Empathy in customer interactions

Herramientas

Salesforce

CRM systems

Descripción del empleo

Overview

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Customer Support Specialist

Now Hiring: Customer Support Specialist (Fully Remote – Mexico)

Type: Permanent

Location: Fully Remote in Mexico (supporting North York, ON)

⏰ Hours: Must be available for 8-hour shifts between 8:00 AM – 8:00 PM EST

Salary Band: 148,200 – 222,200 MXN annually

Additional Info: $17,000 CAD monthly

About the Role

Insight Global is partnering with a major HCM industry leader to hire Customer Support Specialists across Mexico. In this role, you\u2019ll support employees via phone and email on payroll-related inquiries. We’re looking for service-driven individuals who can communicate clearly, stay patient, and act with urgency.

If you’re bilingual, customer-focused, and looking for a long-term remote opportunity with an enterprise organization — this is for you.

Required Skills & Experience

• 1+ year of experience in a customer service or call center environment
• Fluent Spanish & English (written and verbal)
• Strong patience, empathy, and urgency when resolving customer issues
• Proficiency with Microsoft Office Suite

What You’ll Do

• Provide phone and email support to employees regarding payroll inquiries
• Deliver exceptional customer service while troubleshooting issues
• Use internal tools, systems, and process knowledge to resolve cases
• Document interactions accurately and maintain service quality standards

Org & Client Context

As part of our ongoing commitment to excellence and global talent solutions, Adlecta is expanding its Business Process Outsourcing (BPO) services to support companies worldwide in building high-performing teams. We specialize in identifying, hiring, and managing top talent across multiple industries, ensuring our clients have the right professionals to support their growth and operations.

We are currently hiring on behalf of Dysolve, a U.S.-based, technology-driven company operating at the intersection of education and healthcare. Dysolve leverages advanced AI solutions to support individuals facing complex and debilitating disorders through innovative, evidence-based approaches.

This role offers a unique opportunity to work within a mission-driven education and healthcare environment while being employed and supported by Adlecta\u2019s global team.

Role Overview

The Customer Support Manager is responsible for leading, developing, and overseeing the customer support function supporting Dysolve. This role ensures that customer support agents deliver exceptional, compliant, and empathetic service across all communication channels while meeting quality, performance, sales, retention, and insight-gathering objectives.

The manager acts as a key link between frontline support agents, Adlecta leadership, and Dysolve stakeholders, ensuring consistency, scalability, continuous improvement of customer experience operations, and effective collection of customer feedback to inform marketing research and product development.

Work Schedule & Location

• Full-time, remote position
• Monday to Friday, 10:00 AM – 6:00 PM Eastern Time (ET)
• Must be available to work during U.S. business hours

Key Responsibilities

• Team Leadership & Performance
• Lead, coach, and manage a team of Customer Experience Specialists
• Oversee onboarding, training, and continuous development of support agents
• Monitor KPIs (CSAT, response times, resolution rates, sales, retention, feedback)
• Conduct regular performance reviews, feedback sessions, and improvement plans
• Foster a culture of empathy, accountability, precision, and professionalism

Operations & Quality Assurance

• Ensure all customer interactions follow approved scripts, policies, procedures, and compliance standards
• Review calls, emails, chats, and CRM records for accuracy and tone
• Support agents in handling complex, sensitive, or escalated cases
• Identify recurring issues, quality gaps, or training needs and implement corrective actions
• Ensure complete, accurate, and timely documentation in Salesforce and related systems

Customer Feedback, Insights & Research

• Establish processes to actively gather, document, and categorize customer feedback during interactions
• Capture insights related to user experience, objections, unmet needs, and feature requests
• Collaborate with marketing and product teams to translate feedback into actionable insights for marketing research, messaging refinement, and product improvement
• Address gaps where feedback collection has been underutilized

Process Improvement & Reporting

• Continuously improve support workflows, escalation paths, QA processes, and internal documentation
• Collaborate with Adlecta leadership and Dysolve teams to refine KPIs and SLAs
• Prepare and present regular performance, quality, retention, and customer insight reports
• Share trends, pain points, and improvement opportunities with cross-functional teams

Customer Experience & Retention

• Ensure high-quality handling of technical, billing, service, and account-related issues
• Guide agents in applying retention strategies and approved incentives when appropriate
• Maintain confidentiality, data security, and precision of language in a regulated environment
• Ensure consistent, empathetic, and professional communication across touchpoints

Requirements

• Proven experience as a Customer Support Manager, Team Lead, or Supervisor
• Strong background in customer service, support operations, sales, retention, or customer experience management
• Native-level English (spoken and written)
• Experience using CRM systems (Salesforce preferred) and customer support tools (e.g., TalkDesk or similar)
• Strong leadership, coaching, and conflict-resolution skills
• Highly organized, detail-oriented, and process-driven
• Ability to work in sensitive, compliance-focused environments such as education or healthcare
• Analytical mindset with data-driven decision making
• Comfortable working in a fast-paced, evolving environment

Nice to Have

• Experience in education, healthcare, mental health, or other regulated industries
• Experience building or scaling customer support teams
• Experience creating SOPs, QA frameworks, feedback loops, or training programs
• Experience working with remote or international teams

Why Join Adlecta

• Global Exposure – Work with international clients across education and healthcare while being part of a growing global BPO organization
• Stability & Support – Be employed by Adlecta, with structured HR, operational, and leadership support
• Meaningful Work – Contribute directly to Dysolve’s mission of improving lives through education- and healthcare-driven AI solutions
• Career Growth – Strong performers can grow into senior leadership, operations, or multi-client management roles
• Professional Development – Gain hands-on experience in customer experience leadership, regulated industries, compliance, and customer insights strategy

At Adlecta, we don’t just place talent — we build long-term partnerships with our clients and empower our people to grow.

Freight Forwarding, Contract Logistics, and Supply Chain Optimization. The passion driving our teams, along with their expertise and knowledge of their markets, ensures a constant commitment. And now, we invite you to apply for our vacancy as:

Main Responsibilities:

• Experience and knowledge in 3PL companies
• Knowledge of WMS, TMS, YMS systems
• Implementation of software solutions for large companies
• Coordination of the WMS team
• Understanding the system
• Configuration and alignment of operational processes to the system
• Interaction with the U.S. team
• Interface reporting
• Business trips to Latin America

Requirements

• 5 years of experience as an implementation manager
• Presentations
• Office Suite
• Power BI
• Advanced English

Zone: Cuautitlan Mexico