Customer Support Representative
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Job Description
Customer Support Representative supporting U.S. e-commerce, tech, and healthcare customers by phone, chat, and email. Resolving issues and documenting cases in client helpdesk tools.
Responsibilities:
- Respond to customer inquiries via phone, live chat, and email within defined service levels
- Troubleshoot account, order, billing, and product issues and resolve them on first contact whenever possible
- Escalate complex cases to the right team with clear, complete notes
- Document every interaction accurately in the client's CRM or helpdesk (e.g. Zendesk, Gorgias, Freshdesk)
- Identify recurring issues and share feedback to improve help articles and processes
- Meet quality, productivity, and customer satisfaction targets
Requirements:
- 1+ year of experience in customer support, call center, or client-facing service roles
- Excellent spoken and written English
- Calm, empathetic, and solution-oriented communication style
- Comfortable using helpdesk, CRM, and ticketing tools
- Strong attention to detail and ability to multitask across channels
- Availability to work U.S. business hours
- Based in Mexico, with a reliable home office setup and stable internet connection
- Experience supporting U.S. customers
- Experience in e-commerce, SaaS, or healthcare support
- Fluency in Spanish
Benefits:
- We offer health insurance for contractors
- Holiday Extra Pay
- The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
- This is a 100% home-based position
- We prioritize the mental health of our team members and offer mental health days to support their well-being.
- In addition to the base salary, performance-based incentives are provided.
- There is an annual review and appraisal process in place.
- There are ample opportunities for professional growth and advancement within the company.
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