Product Manager
Coinbase
Customer Support Associate
Tilt (formerly Empower)
full-time
Posted on:
Origin: • 🇲🇽 Mexico
Visit company websiteJob Level
JuniorMid-Level
About the role
- Work on the frontline of the business: support calls, chat, and emails from our users
- Resolve a customer's issue with active listening and knowledge of our products and services
- Become knowledgeable of any pain points in Customer Support that our customers or team members are experiencing
- Advocate for customers from within the organization and drive changes that can improve their experience
- Create a seamless support experience for our customer base
- Engage proactively with the team to help with improving both the product and the customer experience
- Travel for company offsites at least 2 times a year
Requirements
- Fluent written and verbal communication in both Spanish and English
- Work authorization in Mexico
- A BA/BS degree
- 6+ months in a customer support role (a plus if within a fintech company)
- Excellent verbal and written communication skills with the ability to explain complex topics in easily understood, concise language
- Demonstrated passion for the customer experience and the ability to solve problems with a short turnaround time for customers while maintaining a high level of empathy
- Ability to communicate cross-functionally and globally
- Availability on weekends (Saturdays) and some holidays
- Expertise in Zendesk (strong plus)
- Familiarity with the Mexican customer and a basic understanding of the Mexican payments and financial environment (strong plus)
