Support Operations Specialist

Equivity; Ciudad Juárez; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A dynamic startup in Ciudad Juárez is seeking a Support Operations Specialist to enhance customer interactions and optimize support workflows. This role involves designing support systems, tracking key metrics, and collaborating with various teams to improve customer experiences. The ideal candidate has over 3 years of experience in customer support operations and is familiar with tools like Zendesk and Intercom. The role offers competitive compensation, a supportive culture, and opportunities for growth.

Servicios

Paid online English courses

Proportional vacation days

Progressive company culture

Formación

• 3+ years of experience in customer support operations.
• Deep familiarity with support tools and CRM workflows.
• Excellent English (spoken and written) for client communication.

Responsabilidades

• Design and optimize workflows and ticket routing.
• Track key support metrics and identify improvement opportunities.
• Partner with Product and Engineering to address customer pain points.

Conocimientos

Customer support operations

Analytical mindset

Excellent communication skills

Technical proficiency in CRM workflows

Educación

Bachelor's degree in business administration or related field

Herramientas

Zendesk

Intercom

Salesforce Service Cloud

Descripción del empleo

Summary of the role

As a Support Operations Specialist, you’ll be the first point of contact for customers, helping them troubleshoot issues, learn, and turn feedback into insights for our product team. You’ll work closely with Customer Success, Product, and Engineering to ensure every interaction reflects the quality and responsiveness the company is known for.

This is an opportunity to join a fast-moving startup where you’ll grow quickly and play a key role in building the foundation of our support function. You’ll be our first line of defense, ensuring every customer issue is handled quickly, accurate, and with care.

What You’ll Do:

• Build scalable support systems: Design and optimize workflows, ticket routing, and automations that make our customer support team faster and more effective.
• Turn data into insights: Track key support metrics (response time, CSAT, resolution rate) and identify opportunities to improve customer experience.
• Partner cross-functionally: Work with Product, Engineering, and Customer Success to surface customer pain points and help shape roadmap priorities.
• Empower the team: Implement tooling and processes (Zendesk, Intercom, HubSpot, or similar) to help support agents work smarter, not harder.
• Elevate customer experience: Create feedback loops and proactive systems that help customers get answers before they even need to ask.
• Empathy for customers and a drive to make their experience frictionless.

What We’re Looking For:

• 3+ years of experience in customer support operations, CX systems, or customer success enablement at a SaaS or tech company.
• Bachelor’s degree in business administration, Information Systems, Industrial Engineering, Information Technology, Engineering, or related field.
• Excellent English (spoken and written) – essential for communication with clients.
• Deep familiarity with support tools (Zendesk, Intercom, Salesforce Service Cloud, or similar) and CRM workflows.
• Strong analytical mindset: you’re comfortable working with dashboards, ticket data, and trend analysis.
• Excellent communication skills: you translate data and process improvements into clear, actionable steps for teams.
• Highly organized with strong attention to detail and a bias toward action.

Nice to have:

• Experience working in an AI or fast-moving startup environment.
• Comfort with automation tools to streamline workflows.
• Background in support analytics, QA, or knowledge base management.
• Experience collaborating directly with Product and Engineering to influence roadmap decisions.

What we offer and other important information:

• Salary range: $23,000-$28,000 pesos per month (gross salary)
• Schedule: Monday- Friday, 7 am-4 pm PST/8 am-5 pm PST or 9 am-6 pm PST.
• Paid online English courses for language development.
• Enjoyment of proportional vacation days!
• A progressive company culture where your ideas are valued.