Technical Support Specialist

Equivity; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A customer-centric company in Mexico is seeking a Customer Support professional to enhance customer experiences and streamline processes. Responsibilities include improving workflows and collaborating across teams to share insights. Candidates should have 2+ years in customer support and a relevant degree, along with strong English communication skills. This role offers a competitive salary and a supportive company culture, with opportunities for personal growth.

Servicios

Paid online English courses

Proportional vacation days

Progressive company culture

Formación

• 2+ years of experience in customer support operations or customer success.
• Strong English communication skills (written and spoken).
• Coding experience, such as HTML or SQL.

Responsabilidades

• Help design and improve workflows and ticket routing.
• Work closely with Customer Success and Product teams.
• Support tools optimization for efficient workflows.

Conocimientos

Customer support operations

Communication skills

Organizational skills

Detail-oriented

Educación

Bachelor's degree in computer science, mathematics or engineering

Herramientas

HubSpot

PostHog

Slack

Descripción del empleo

About the Role

As aCustomer Support, you’ll play a key role in shaping how we support our customers from the inside out. You’ll be the bridge between our customers and internal teams helping solve issues, improve processes, and turn real customer feedback into meaningful improvements.

What You’ll Do

• Support smarter, not harder: Help design and improve workflows, ticket routing, and automations that make support smoother for everyone.
• Learn from the data: Track and review support and product signals (response times, resolution rates, customer behavior) to help identify opportunities for improvement.
• Collaborate across teams: Work closely with Customer Success, Product, and Engineering to share customer insights and help improve the product experience.
• Improve tools & processes: Help manage and optimize tools like HubSpot, Front, PostHog, and Slack to support efficient workflows and clear communication.
• Champion the customer experience: Help create systems that anticipate customer needs and reduce friction before issues arise.
• Lead with empathy: Treat every customer interaction with care, patience, and understanding.

What We’re Looking For

• 2+ years of experience in customer support operations, customer experience, or customer success (experience in SaaS or tech is a plus, not a must).
• Bachelor's degree in computer science, mathematics or engineering.
• Coding experience, such as HTML or SQL, and webcreation.
• Strong English communication skills (written and spoken).
• Strong customer communication skills.
• Familiarity with tools such as HubSpot, Front, PostHog, Slack, or similar platforms.
• Comfort working with basic reports, dashboards, or operational data.
• Clear communicator who can translate issues and ideas into simple, actionable steps.
• Organized, detail-oriented, and proactive someone who sees opportunities to improve and takes initiative.

Nice to Have (Not Required)

• Experience in a startup or fast-growing environment.
• Exposure to AI products or data-driven teams.
• Interest in automation, process improvement, or documentation/knowledge base creation.
• Experience collaborating directly with Product or Engineering teams.

What we offer and other important information:

• Salary range: $25,000-$35,000 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.