Tier 2 Support Specialist - SaaS Tax Tech (US Hours)

CodersLink; Ciudad de México; Hybrid; MXN 427,000 - 578,000; Full time

Job summary

CodersLink is hiring a Tier 2 Support Specialist in Mexico City to be the friendly first voice for customers seeking help with accounts and filings. The role focuses on accurate, timely email and chat responses and escalations when needed.

You will join a U.S.-based, AI-native tax compliance company and help build a strong support function. 1–2+ years in customer support and English writing skills are essential.

Qualifications

• 1–2+ years in a customer-facing support, service, or operations role.
• Clear, warm, and professional email writing.
• Ability to stay organized with a busy queue and follow through.

Responsibilities

• Respond to customer questions by email and chat on account setup, billing, and filings.
• Use Help Center and documentation to locate answers and follow up when needed.
• Escalate complex cases to Tier 2 with a clear summary.
• Manage a steady ticket queue and prioritize by urgency and impact.

Skills

Customer service

Troubleshooting

Ticket management

Tools

Intercom

Zendesk

Salesforce

Shopify

Job description

CodersLink is hiring a Tier 2 Support Specialist in Mexico City to be the friendly first voice for customers seeking help with accounts and filings. The role focuses on accurate, timely email and chat responses and escalations when needed.

You will join a U.S.-based, AI-native tax compliance company and help build a strong support function. 1–2+ years in customer support and English writing skills are essential.