Description

About the Role

We're seeking a Customer Support Specialist for our Mexico team who thrives on solving customer challenges and delivering exceptional service experiences. In this role, you'll serve as a trusted advisor to our clients, taking ownership of support cases from initial contact through resolution. You'll combine strong interpersonal skills with technical aptitude and a genuine curiosity for problem-solving to ensure every customer interaction adds value.

Key Responsibilities

Customer Engagement & Case Management

• Serve as the primary contact for customers seeking technical and product support, building trust through responsive and professional communication
• Manage the complete support case lifecycle: intake, triage, documentation, investigation, resolution, and follow-up
• Prioritize and organize multiple concurrent cases, ensuring nothing falls through the cracks
• Maintain detailed and accurate case records in support systems to enable continuity and knowledge sharing

Problem-Solving & Resolution

• Conduct thorough investigation and root cause analysis for reported issues using available resources, documentation, and diagnostic tools
• Apply critical thinking to resolve cases independently whenever possible, escalating strategically only when necessary
• Partner with product, engineering, and cross-functional teams to address complex technical challenges
• Translate technical concepts into clear, actionable guidance for customers with varying levels of expertise

Service Excellence & Continuous Improvement

• Monitor and meet service level agreements (SLAs), ensuring timely responses and resolutions
• Leverage digital tools, automation, and AI-driven solutions to streamline workflows and enhance support quality
• Identify patterns in customer issues and provide actionable insights to product and engineering teams
• Contribute to knowledge base documentation and internal best practices to elevate team capabilities

Requirements

Experience & Skills

• 2+ years of experience in customer-facing technical support, preferably in B2B SaaS or technology environments
• Demonstrated success managing support ticket queues and meeting SLA commitments
• Strong analytical and troubleshooting abilities with a methodical approach to problem-solving
• Excellent written and verbal communication skills in English (additional languages are a plus)
• Experience working within structured support frameworks and ticketing systems

Technical Aptitude

• Comfortable learning new software platforms, tools, and technologies quickly
• Proficiency with digital productivity tools and willingness to adopt emerging technologies
• Experience utilizing or interest in leveraging AI tools and automation to improve efficiency and outcomes
• Detail-oriented with strong documentation habits

Work Style

• Customer-first mindset with patience, empathy, and professionalism
• Self-motivated and accountable, with the ability to work independently
• Proactive communicator who keeps customers and team members informed
• Collaborative team player who contributes to a positive support culture