Job Summary: This Customer Support role involves serving as the bridge between customers and internal teams, improving processes and transforming customer feedback into meaningful enhancements to the customer experience. Key Highlights: 1. Improve support intelligently and efficiently 2. Collaborate across teams to optimize product experience 3. Advocate for the customer experience with empathy and proactivity Role Description and Responsibilities **About the Role** As a Customer Support specialist, you will play a key role in how we support our customers—from the inside out. You will serve as the bridge between customers and internal teams, helping resolve issues, improve processes, and turn real customer feedback into meaningful improvements. **What You’ll Do** * **Improve support intelligently:** Design and enhance workflows, ticket routing, and automations to make support more efficient. * **Learn from data:** Analyze support and product metrics (response times, resolution rates, customer behavior) to identify improvement opportunities. * **Collaborate across teams:** Work with Customer Success, Product, and Engineering teams to share insights and improve the product experience. * **Optimize tools and processes:** Manage tools such as HubSpot, Front, PostHog, and Slack to enable clearer and more efficient workflows. * **Advocate for the customer experience:** Build systems that anticipate needs and reduce friction before issues arise. * **Lead with empathy:** Approach every interaction with care, patience, and understanding. Experience and Requirements **What We’re Looking For** * 2+ years of experience in support operations, customer experience, or customer success (SaaS/Tech experience is a plus, but not required). * Bachelor’s degree in Computer Science, Mathematics, or Engineering. * Programming experience (HTML or SQL) and web development experience. * Excellent English communication skills (written and spoken). * Strong customer-facing communication skills. * Familiarity with tools such as HubSpot, Front, PostHog, Slack, or similar. * Comfort working with data: reports, dashboards, or operational metrics. * Strong communication ability to translate problems into clear, actionable steps. * Organized, detail-oriented, proactive, and self-motivated to improve processes. **Nice-to-Have (Not Required)** * Experience in startups or fast-paced growth environments. * Exposure to AI products or data-driven teams. * Interest in automation, process improvement, or documentation/knowledge base development. * Experience collaborating with Product or Engineering teams. **What We Offer & Important Information:** * **Salary:** $25,000–$35,000 MXN monthly (gross). * **Schedule:** Monday–Friday, 7 am–4 pm PST / 8 am–5 pm PST / 9 am–6 pm PST. **Benefits:** * Fully paid online English courses for language development. * Pro-rated vacation days. * Progressive culture where your ideas are valued. We value each team member’s contributions and strive to build an environment where both individual and collective success are possible. Benefits * Benefits in accordance with the Federal Labor Law (LFT) **Number of Openings** 2 **Department** Computer Science / Systems / IT / Programming / Software **Employment Type** Permanent **Work Modality** On-site **Shift** Day **Work Schedule** Full-time **Education** Bachelor’s degree with professional title **English Proficiency** Spoken: Advanced, Written: Advanced **Willingness to Travel** No