Empleos actuales relacionados con Customer Support Specialist LATAM - Ciudad de México, Ciudad de México - Factorial

  • Latam Customer Support Lead

    hace 1 día

    Ciudad de México, Ciudad de México PepsiCo A tiempo completo

    OverviewWe Are PepsiCoJoin PepsiCo and Dare for Better We are the perfect place for curious people, thinkers and change agents. From leadership to front lines, we're excited about the future and working together to make the world a better place.Being part of PepsiCo means being part of one of the largest food and beverage companies in the world, with our...

  • Email Marketing Specialist | Remote | LATAM Only | 81148

    hace 2 semanas

    Ciudad de México, Ciudad de México Remote Talent LATAM A tiempo completo

    About Us:At Remote Talent LATAM, we connect top Latin American talent with leading U.S. marketing agencies. We guide businesses and candidates through every step of the hiring process, ensuring the perfect match in skills, culture, and goals. While we're not direct employers, we act as a trusted partner, bridging the gap between exceptional talent and...

  • Retail Specialist Distributors LATAM

    hace 3 días

    Ciudad de México, Ciudad de México Nike A tiempo completo

    Who You'll Work WithClosely work with Marketplace Latam territory teams & retail leads for feedback and quick response to drive concept excellence. This role will support execution on seasonal plan, experiences and delivering partner tools. You must be connected in the retail marketplace to understand consumer, marketplace, retail trends and insights.Who We...

  • Retail Specialist Distributors LATAM

    hace 3 días

    Ciudad de México, Ciudad de México NIKE A tiempo completo

    WHO YOU'LL WORK WITHClosely work with Marketplace Latam territory teams & retail leads for feedback and quick response to drive concept excellence. This role will support execution on seasonal plan, experiences and delivering partner tools. You must be connected in the retail marketplace to understand consumer, marketplace, retail trends and insights.WHO WE...

  • Remote Travel Customer Support Specialist

    hace 1 día

    Ciudad de México, Ciudad de México Xperience Xscape Travels A tiempo completo

    Job Description: As a Remote Travel Customer Support Specialist, you'll support travelers through every stage of their journey. From helping them plan to keeping them informed, to ensuring their trip runs smoothly, you'll be their trusted point of contact. At Xperience Xscape Travels in the United States, we take pride in offering thoughtful, high-quality...

  • Customer Experience Specialist IT

    hace 9 horas

    Ciudad de México, Ciudad de México Nuxiba LATAM A tiempo completo

    En Nuxiba, empresa líder en soluciones de software y telecomunicaciones, estamos buscando a unCustomer Experience Specialist apasionado por mejorar la experiencia del cliente, analizar datos yproponer acciones que impulsen la satisfacción y lealtad de nuestros usuarios.Si te motiva trabajar con clientes, eres anal...

  • Support Specialist, Technical

    hace 2 semanas

    Ciudad de México, Ciudad de México Restaurant365 A tiempo completo

    The Support Specialist, Technical is responsible for providing advanced technical support to Restaurant365 customers across the R365 platform.  This role focuses on troubleshooting configuration, workflow, and data-related issues in a complex SaaS / ERP environment, supporting business critical restaurant operations.  The ideal candidate brings...

  • Customer Support Manager

    hace 2 semanas

    Ciudad de México, Ciudad de México Somewhere A tiempo completo

    Position : Customer Support Manager Work Hours (Client) : 9:00am - 5:00pm ESTPay Range : $2,000Location of Search : LATAM Work Location : REMOTEThe Role: A Hybrid of Technical Expertise & LeadershipWe are seeking a senior-level Customer Support Manager to join our team in a hybrid capacity. This is a pivotal role where you will start "in the...

  • Customer Support/Operations Generalist

    hace 1 día

    Ciudad de México, Ciudad de México Eastman A tiempo completo

    Responsibilities We are seeking a highly capable Customer Service Support specialist who can ensure the accurate and timely management of adjustments activities in strict adherence to established processes, business rules, and compliance requirements. The responsibilities of this role encompass a range of critical tasks, including but not limited...

  • Frontline Support Specialist

    hace 3 días

    Ciudad de México, Ciudad de México Deliverect A tiempo completo

    At Deliverect, our API-first platform is revolutionizing commerce by providing a connected suite of on and off-premise solutions. We empower both the food and retail industries to expand their revenue and simplify their operations, creating seamless experiences for businesses to sell anywhere and deliver everywhere. Join us in this exciting journey, where...

Customer Support Specialist LATAM

hace 32 minutos

Ciudad de México, Ciudad de México Factorial A tiempo completo

Hello

At Factorial, we are looking for a
Customer Support Specialist
to join our team in
Mexico
and help us take the company to the next level.

The Challenge

We are opening a new position for a profile that sits at the intersection of Customer Success and Product Support. You will act as a
Specialist
, handling complex inquiries and serving as a technical escalation point for our LATAM and Brazil markets.

You will need to learn the Factorial platform in granular detail to diagnose issues that go beyond standard troubleshooting. You will be the bridge between our clients and our internal support and product teams.

What you will do:

  • Advanced Troubleshooting:
    Diagnose and triage complex issues reported by customers or escalated by agents.

  • Escalation Point:
    Act as the main point of escalation for the Brazil (BR) and LATAM markets, ensuring high-priority cases are managed effectively.

  • Ticket Management:
    Manage a queue of incidents effectively using tools like
    Jira
    , ensuring our SLAs (Time to First Response & Follow-up), CSAT, Productivity and Quality standards are met.

  • Technical Investigation:
    Use technical knowledge to identify if an issue is a bug or a configuration error before escalating to Product support.

  • Relationship Building:
    Maintain strong relationships with clients during complex troubleshooting processes, ensuring they feel supported and informed.

  • Knowledge Sharing:
    Consolidate the knowledge base to improve first-level resolution for the wider team and help improve internal training.

Your Profile

  • Experience:
    1+ years of experience in a similar role (Support or Technical Support), preferably in a
    SaaS
    company.

  • Languages:
    Fluent English is a must.
    Native/Fluent Spanish is required. Portuguese is a strong plus (as you will support the BR market).

  • Technical Mindset:
    You are technically competent at troubleshooting.

  • Tools:
    Proven experience with ticketing systems (e.g.,
    Jira
    , Zendesk, HubSpot) and an understanding of Support KPIs (SLAs, CSAT, Ticket Aging).

  • Soft Skills:
    You are an independent worker as well as a team-player, who learns very fast. You remain calm under pressure and can communicate complex technical details to non-technical stakeholders.

  • Location:
    You are currently based in Mexico and available to work from our local office.

What we offer:

Advantages of being part of our team

  • High-growth, multicultural, and friendly environment.

  • Language exchange at Factorial.

  • Grocery vouchers

  • Free caffeine and tea

  • Major medical insurance, nutrition, and therapy support.

  • Wellhub (Gympass)

  • Hybrid work model and short Fridays.

  • Breakfast and snacks

About Factorial

Factorial is an all-in-one HR software and a fast-growing company founded in 2016. Our mission is to help SMEs automate HR workflows, centralize employee data, and make better business decisions. We currently serve thousands of clients in more than 60 countries worldwide and across multiple industries. We've built a super diverse and multicultural team of more than 900 people in our offices in Barcelona, Brazil, Mexico, and the US.

Our Values

We own it:
We take responsibility for every project. We make decisions, not excuses.

We learn and teach:
We are dedicated to learning something new every day and, above all, sharing it.

We partner:
Every decision is a team decision. We trust one another.

We grow fast:
We act quickly. We believe the only real mistake is not learning from them.