Part Time jobs in Mexico

Location: This position is 100% remote, with a preference for candidates in Mexico City.

As a Customer Support Specialist at Tutenlabs, you will provide agile and fast support to resolve customer queries, analyze operational information, and ensure customer success throughout their lifecycle. Your responsibilities include following up on resolutions, coordinating with internal teams, and ensuring compliance with SLAs related to platform incidents and onboarding. You will help customers derive maximum value from our software platform and act as a bridge between users and the Customer Success team, facilitating effective adoption through data analysis and reporting.

1. Resolve bugs efficiently, ensuring a positive customer experience, and manage incident recordings effectively.
2. Provide technical and functional support, addressing inquiries and resolving issues promptly.
3. Analyze customer data and metrics to identify success factors and areas for improvement, generating reports on platform usage and adoption.
4. Proactively seek solutions and build trustful relationships with customers.
5. Collaborate with product and engineering teams to explain bugs and provide feedback for product improvements.
6. Monitor customer SLA and KPI metrics, providing insights and recommendations to ensure customer satisfaction.
7. Generate reports to identify actions for improving satisfaction, resolving bugs, and demonstrating ROI of the software.
8. Maintain and update support documentation and user guides, including capacitation and FDD Use Cases.
9. Work closely with Customer Success to identify opportunities for improvement and enhance customer satisfaction.
10. Validate and manage incident tickets to improve incident management and customer experience.

• Bachelor's degree in Engineering, Computer Science, Business Administration, or related fields.
• 2-3 years of hands-on experience in customer service or similar roles, preferably in software companies.
• Experience in customer support, technical support, or related roles in SaaS environments.
• Advanced skills in data analysis and reporting tools.
• Strong problem-solving, interpersonal skills, and a customer-oriented mindset.
• Proficiency in Microsoft Office Suite and familiarity with business analysis and reporting tools.
• Bilingual in Spanish and English.
• Understanding of SaaS business models and experience with CRM and analytics platforms.

• Customer orientation
• Data analysis skills

• 100% remote work
• Flexible schedule
• Day off on your birthday
• Reduced hours on Fridays
• Additional vacation days
• Sick leave days
• Moving day off
• Support for studies, training, and languages
• Referral program

We celebrate diversity and are committed to equal opportunities regardless of nationality, ethnicity, skin color, gender, gender expression, disability, or religion.

If you find this opportunity aligns with your skills and interests, apply now to join our team!