Customer Support Specialist

**Customer Support Representative**

**Location**: Mexico City (preferred)

**Type**: Full-time, Varied Shifts

**Department**: Customer Success / Support

**About Synchtank**

Synchtank is a leading SaaS platform that powers the world’s most innovative media and entertainment companies by delivering next-generation rights, asset, and metadata management solutions. From major broadcasters and music publishers to production music libraries and gaming studios—**the music industry runs on Synchtank**.

We live by five core values:

- **We Not Me** - We win together.
- **Own It** - Take accountability.
- **Get Sh*t Done** - Be results-driven.
- **Assume Best Intent** - Trust and empathy first.
- **Think Bigger** - Challenge the status quo.

**The Role**

We’re seeking 3 experienced Customer Support Representatives to join our growing international team. As part of our Customer Success organization, you’ll be the first line of contact for Synchtank’s customers—solving challenges, improving workflows, and ensuring every interaction reflects our commitment to excellence.

You’ll work collaboratively across Product, Engineering, and Customer Success teams, ensuring customer feedback fuels ongoing improvement and innovation.

**Key Responsibilities**
- Deliver exceptional customer experiences by responding to support tickets through Zendesk with empathy, clarity, and precision.
- Use **Jira** to track, escalate, and manage bugs or feature requests—ensuring transparency and accountability throughout the process.
- Troubleshoot and resolve complex technical issues related to Synchtank’s SaaS products, integrations, and data workflows.
- Translate customer feedback into actionable insights for internal teams, driving continuous improvement.
- Maintain detailed and accurate documentation for all customer interactions and resolutions.
- Collaborate with teammates globally to ensure consistent, 24/7 support coverage.
- Participate in process improvement initiatives that enhance the customer journey.

**Qualifications**
- 5+ years of customer support or service experience for a SaaS platform (enterprise experience preferred).
- Proven expertise in Zendesk and Jira (required).
- Strong problem-solving and troubleshooting skills with attention to detail.
- Excellent written and verbal communication in English (Spanish a plus).
- Demonstrated ability to stay calm, professional, and solutions-oriented under pressure.
- Experience supporting customers in the media, entertainment, or technology sectors (a plus).
- Comfortable working flexible or varied shifts across time zones.

**How You’ll Embody Our Core Values**
- **Customer-First**: You see every ticket as an opportunity to build trust and deliver measurable value.
- **Collaborative**: You work transparently and respectfully across global teams to solve problems faster and smarter.
- **Innovative**: You embrace change, challenge assumptions, and help improve systems and workflows.
- **Accountable**: You take ownership of your work, ensuring each customer interaction meets our highest standards.
- **Data-Driven**: You use insights and metrics to continually refine the customer experience.

**Why Join Synchtank?**
- Be part of a forward-thinking company redefining how media and rights management operates.
- Collaborate with top-tier global clients and talented peers.
- Grow your career in a culture that values learning, innovation, and integrity.
- Enjoy a flexible, remote-first environment with competitive compensation and growth potential.

Pay: $12,481.43 - $20,000.00 per month

Application Question(s):

- Do you have 5 years of customer support experience for a SaaS platform (enterprise experience preferred)?
- Do you have 3 years of experience with Zendesk?
- Do you have a minimum of 3 years of Jira experience?
- Are you passionate about music?

Work Location: Remote