MezTal

Customer Support Agent

MezTal

full-time

Posted on:

Location Type: Hybrid

Location: Guadalajara • 🇲🇽 Mexico

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Job Level

Mid-LevelSenior

About the role

  • - Respond to customer inquiries via email, chat, and phone in a timely, professional, and empathetic manner.
  • - Troubleshoot technical and product-related issues, escalating complex cases when needed.
  • - Guide customers through Cubigo features to help them achieve success with the platform.
  • - Accurately document cases, resolutions, and known issues in our support system.
  • - Contribute to our knowledge base, FAQs, and training resources to empower customers with self-service tools.
  • - Share customer insights with Product and Customer Experience teams to influence product improvements.
  • - Coordinate with Product and Engineering when technical escalations are required.
  • - Support onboarding and training initiatives when additional support capacity is needed.

Requirements

  • - 1–3+ years of experience in customer support, helpdesk, or customer-facing roles (SaaS or tech environment is a strong plus).
  • - Excellent written and verbal communication skills—you’re clear, empathetic, and professional with all audiences.
  • - Strong problem-solving and troubleshooting abilities with attention to detail.
  • - Comfort working with support platforms such as Zendesk
  • - Ability to manage multiple inquiries in a fast-paced environment without sacrificing quality.
  • - Team player mindset—you’re proactive, collaborative, and eager to learn.
  • - Experience in senior living, healthcare, or B2B SaaS is a plus.
Benefits
  • - 🎄 **Christmas Bonus**: 30 days, to be paid in December.
  • - 🩺 **Major Medical Expense Insurance**: Coverage up to $20,000,000.00 MXN.
  • - 🩹 **Minor Medical Insurance**: VRIM membership with special discounts on doctor’s appointments and accident reimbursements.
  • - 😁 **Dental Insurance**: Always smile with confidence!
  • - 💼 **Life Insurance**
  • - 🌴 **Vacation Days**: 12 vacation days.
  • - + 📅 **Floating Holidays**: 3
  • - 📱 Cell Phone Reimbursement & Transportation Subsidy.
  • - 🌐 **Hybrid Scheme**: Enjoy the best of both worlds, remote and in-office work.
  • - 🌍 **Multicultural Exposure**: Work with operations within Mexico and the United States.
  • - 🎉 **MezTal Internal Events**: Strike a healthy balance between your professional and personal goals.
  • - 💸 **Exclusive Discounts**: Benefits with different companies for being part of MezTal.
  • - 📚 **Academic Agreements**: Access to national universities and language schools.
  • - 🚀 **Career Growth**: We will search for the best conditions for progressing in your career.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootingproblem-solvingdocumentationcustomer supporthelpdeskSaaS experiencetechnical escalationonboardingtraining
Soft skills
communicationempathyprofessionalismattention to detailteam playercollaborationproactivityadaptability