Customer Support Representative

Palmstreet; Mexico; On-site; MXN 187,000 - 234,000; Full time

Job summary

Palmstreet is seeking a Customer Support Representative based in Mexico to help users on our live shopping platform. You will respond to inquiries on mobile and desktop, maintain high service standards, and reinforce community guidelines to keep the marketplace welcoming.

You have 2–3 years of customer service experience, native English skills, and strong written communication. This fully remote role requires reliable internet and the ability to handle multiple issues while contributing to SOP

Qualifications

• Fluent written and spoken English; American English preferred.
• 2–3 years of customer service experience.
• Remote role based in Mexico with reliable internet.
• Experience with e-commerce platforms.
• Ability to summarize and optimize SOPs.

Responsibilities

• Respond to user inquiries on mobile and desktop.
• Respond courteously and promptly to all questions.
• Track and record issues to inform improvements.
• Contribute to SOPs to improve team efficiency.
• Summarize customer cases to identify trends.
• Ensure issues are resolved with high-quality service.
• Continuously learn to provide top-level service.
• Perform other duties as assigned.

Skills

English proficiency

Customer service

Native English

Written communication

Team player

Quick learner

Technical skills

E-commerce experience

SOPs optimization

Job description

About Palmstreet

Palmsteet is a community-obsessed live shopping platform connecting over 2 million passionate collectors and sellers. Starting with plants in 2020, we've evolved to include handmade crafts, collectible toys, and unique finds from talented sellers worldwide. Backed by top Silicon Valley VCs (a16z, Craft Ventures, Headline), we're building the 'World's Online Main Street'—bringing authentic personal connections and the thrill of discovering one-of-a-kind treasures to social online experiences. With explosive growth over the past 24 months, we're scaling rapidly and looking for exceptional talent to join us in shaping the future of social commerce.

The Opportunity

Palmstreet is looking for a Customer Support Representative who thrives in a fast-paced environment, has excellent customer service skills and has a strong desire to provide top-tier service! This is an exciting opportunity to build relationships with Palmstreet users by assisting them with their needs, reinforcing our community standards and promoting Palmstreet as the top live-selling app in the marketplace! The right candidate must be based in Mexico.

Responsibilities

• Respond to user inquiries on our mobile app and desktop.
• Thoughtfully and courteously respond to all questions and issues in a timely and efficient manner.
• Track and record issues and data to inform the company of problems and requests for improvements.
• Contribute to the SOPs to enhance overall team efficiency.
• Collect, organize and summarize various customer cases to identify trends and potential system bugs.
• Ensure customer issues are resolved promptly through high-quality service.
• Continuously learn and adapt to new knowledge so you can provide the highest level of service.
• Perform other duties as assigned.

Qualifications

• Reliable computer, smart phone and reliable high-speed internet connection.
• Excellent American English reading and writing skills.
• 2-3 years of customer service experience and able to handle multiple customer issues simultaneously.
• Team player who works well with others
• Courteous and detailed written communication skills.
• Strong learning ability and initiative.
• Excellent technical skills – phone app technical skills are vital in this role.
• Native English speaking, writing and listening skills.
• Experience working in e-commerce platforms.
• Practical experience in summarizing and optimizing SOPs.
• Time spent living in the US preferred.
• An interest in plants and/or crafts.
• This position is fully remote, and candidate must be based in Mexico

Compensation

• The hourly compensation range for this role is $8-$10/hr USD
• Shifts will vary, but will generally fall between 8AM-8PM ET, and will include a Saturday or a Sunday.

Why Join Us?

• Join a fast-paced startup culture where creativity and curiosity are valued.
• Collaborate with a passionate, nimble team and work directly with sellers of unique products.
• Be part of an exciting evolution in commerce, while helping shape what live shopping becomes next.

Our Commitment to Diversity and Inclusion

Palmstreet is proud to be an equal opportunity employer. We celebrate diversity and encourage applications from everyone—especially those whose identities are traditionally underrepresented in tech. We do not discriminate on race, religion, color, gender expression or identity, sexual orientation, ancestry, national origin, citizenship, age, marital status, veteran status, disability status, political belief, or any other characteristic protected by law. For roles in Canada, we also comply with the Employment Equity Act.