About us
helpware is a technology-driven american company with offices in the usa, ukraine, mexico, and the philippines, providing customer experience & operational support for modern companies. Our team is dedicated to delivering top-quality value-added services to our partners through empowered teams, innovative solutions, and advanced technologies.
our guadalajara, mexico team is expanding, and we are seeking customer support specialists to develop their careers in the online retail sector.
key responsibilities
1. execute squadclub / school member launch: implement launch plans, including consultation and full store setup. Submit graphic design requests, create squadgear designs, host product demos, and provide high-level customer support throughout the process.
2. account management: maintain proactive communication with assigned accounts to prepare for seasons, review activity, and ensure alignment on future needs. Monitor account health and follow up to support retention, satisfaction, and successful event delivery.
3. relationship building: develop trust-based relationships with administrators to become a go-to resource and foster long-term engagement and loyalty.
4. sales support: manage bulk orders, product setup, and ongoing support to ensure smooth execution across all sales accounts.
5. timely & professional communication: respond promptly and professionally to customer inquiries, providing quick, accurate, and solution-oriented support across channels.
6. identify growth opportunities: proactively find upsell opportunities through ongoing engagement, supporting retention and long-term success.
7. collect and relay feedback: gather customer feedback and recurring themes to product and leadership teams for continuous improvement.
8. crm & data management: keep accurate customer records and account activity in the crm to support reporting, forecasting, and team coordination.
qualifications
* at least 2 years of experience in sales support or customer service roles.
* proficient in crm software for managing customer interactions.
* ability to build rapport, identify needs, and foster customer relationships to drive growth.
* strong verbal and written communication skills.
* detail-oriented with excellent time management and problem-solving skills.
* familiarity with the sports industry is a plus.
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