We are **revolutionizing logistics**, and we’ve achieved this **thanks to a team of visionary individuals eager to grow and change the world**. At **Skydropx**, you’ll find a space to develop your career within a **dynamic, ambitious, and multicultural work environment**. **Your challenges on the team will be:** ================================= **Proactive case management** * Understand all processes, systems, and tools within the MX Support area. * Effectively and efficiently resolve all questions and issues raised by our customers through our contact channels, enhancing their experience. * Keep customers informed about any updates, changes, and best practices in accordance with established SLAs. * Log any reports or requests received from our customers, advising them for future instances. **Proficiency and proper use of tools** * Respond to tickets via our CRM, HubSpot, correctly categorizing each case and accurately completing all required fields. * Use all provided tools for proper daily task management (HubSpot, TimeDoctor, Skydropx platform, Slack, Gmail, etc.). * Maintain workflows, automations, and rules within HubSpot to improve operational efficiency. **Effective communication** * Resolve any inquiries or cases requested by our customers. * Reassign from the pipeline all cases requiring escalation to any of our partners or internal departments (Finance, Tech, Partnership, Product, etc.). * Assess the severity and complexity of cases and escalate to supervisors when necessary. * Apply a sense of urgency to critical cases, ensuring rapid and efficient resolution. **Performance indicator tracking** * Meet performance indicators set by the department (First Response Time, Resolution Time, CSAT, Quality, Productivity). * Achieve KPIs stipulated in variable compensation announcements. **Others** * Availability for flexible shifts according to operational needs. * Timely request of all required documentation to ensure resolution of all cases reported by our customers. * Review documentation provided by customers to ensure completeness. * Escalate all cases reported by our customers regarding courier services through designated channels (consolidated reports, email, WhatsApp groups, web service, etc.) for proper follow-up. * Maintain and update documents, databases, and consolidated records for managing information with suppliers. * Maintain excellent relationships with our suppliers, escalating any situation deemed potentially harmful to our customers’ experience. **Requirements:** =============== * **Education:** Bachelor’s degree in Industrial Engineering, Logistics, International Business, Business Administration, or related fields. * +2 years of experience in similar roles. * **Tools**: + Excel: Advanced. + SQL: Preferred. + CRM: HubSpot preferred. * **Skills**: Proactivity, positive attitude, problem-solving, customer service, empathy. **We offer:** ============== * Regional mission: Enable LATAM businesses to stop worrying about their logistics. * Competitive salary. * Schedule: Monday to Friday, 9:00 AM–7:00 PM. One Saturday on-call shift every four weeks. * Work arrangement: 100% in-office. * Office locations: + Paseo Santa Lucia Building: Juan Ignacio Ramón 801 Ote, Centro, 64000 Monterrey, N.L. https://maps.app.goo.gl/Ekyr1YvQCTgenxb79 * Professional growth and development. We invite you to take on the challenge! To apply for this position, submit your application through this channel—we’d be delighted to achieve our goals together with you. If your profile matches the requirements for this position, our recruitment team will contact you.