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customer support specialist
now hiring: customer support specialist (fully remote – mexico)
type:
permanent
location:
fully remote in mexico (supporting north york, on)
? Hours:
must be available for 8-hour shifts between
8:00 am – 8:00 pm est
salary band:
148,*,200 mxn annually
additional info:
$17,000 cad monthly
about the role
insight global is partnering with a major hcm industry leader to hire
customer support specialists
across mexico. In this role, you\u*ll support employees via phone and email on payroll-related inquiries. We're looking for service-driven individuals who can communicate clearly, stay patient, and act with urgency.
if you're bilingual, customer-focused, and looking for a long-term remote opportunity with an enterprise organization — this is for you.
required skills & experience
1+ year of experience in a
customer service
or
call center
environment
fluent spanish & english
(written and verbal)
strong patience, empathy, and urgency when resolving customer issues
proficiency with
microsoft office suite
what you'll do
provide phone and email support to employees regarding
payroll inquiries
deliver exceptional customer service while troubleshooting issues
use internal tools, systems, and process knowledge to resolve cases
document interactions accurately and maintain service quality standards
org & client context
as part of our ongoing commitment to excellence and global talent solutions,
adlecta
is expanding its business process outsourcing (bpo) services to support companies worldwide in building high-performing teams. We specialize in identifying, hiring, and managing top talent across multiple industries, ensuring our clients have the right professionals to support their growth and operations.
we are currently hiring on behalf of
dysolve
, a u.s.-based, technology-driven company operating at the intersection of
education and healthcare
. Dysolve leverages advanced ai solutions to support individuals facing complex and debilitating disorders through innovative, evidence-based approaches.
this role offers a unique opportunity to work within a mission-driven
education and healthcare environment
while being employed and supported by adlecta\u*s global team.
role overview
the
customer support manager
is responsible for leading, developing, and overseeing the customer support function supporting dysolve. This role ensures that customer support agents deliver exceptional, compliant, and empathetic service across all communication channels while meeting quality, performance, sales, retention, and insight-gathering objectives.
the manager acts as a key link between frontline support agents, adlecta leadership, and dysolve stakeholders, ensuring consistency, scalability, continuous improvement of customer experience operations, and effective collection of customer feedback to inform
marketing research and product development
.
work schedule & location
full-time, remote position
monday to friday, 10:00 am – 6:00 pm eastern time (et)
must be available to work during u.s. business hours
key responsibilities
team leadership & performance
lead, coach, and manage a team of customer experience specialists
oversee onboarding, training, and continuous development of support agents
monitor kpis (csat, response times, resolution rates, sales, retention, feedback)
conduct regular performance reviews, feedback sessions, and improvement plans
foster a culture of empathy, accountability, precision, and professionalism
operations & quality assurance
ensure all customer interactions follow approved scripts, policies, procedures, and compliance standards
review calls, emails, chats, and crm records for accuracy and tone
support agents in handling complex, sensitive, or escalated cases
identify recurring issues, quality gaps, or training needs and implement corrective actions
ensure complete, accurate, and timely documentation in salesforce and related systems
customer feedback, insights & research
establish processes to actively gather, document, and categorize customer feedback during interactions
capture insights related to user experience, objections, unmet needs, and feature requests
collaborate with marketing and product teams to translate feedback into actionable insights for marketing research, messaging refinement, and product improvement
address gaps where feedback collection has been underutilized
process improvement & reporting
continuously improve support workflows, escalation paths, qa processes, and internal documentation
collaborate with adlecta leadership and dysolve teams to refine kpis and slas
prepare and present regular performance, quality, retention, and customer insight reports
share trends, pain points, and improvement opportunities with cross-functional teams
customer experience & retention
ensure high-quality handling of technical, billing, service, and account-related issues
guide agents in applying retention strategies and approved incentives when appropriate
maintain confidentiality, data security, and precision of language in a regulated environment
ensure consistent, empathetic, and professional communication across touchpoints
requirements
proven experience as a customer support manager, team lead, or supervisor
strong background in customer service, support operations, sales, retention, or customer experience management
native-level english (spoken and written)
experience using crm systems (salesforce preferred) and customer support tools (e.g., talkdesk or similar)
strong leadership, coaching, and conflict-resolution skills
highly organized, detail-oriented, and process-driven
ability to work in sensitive, compliance-focused environments such as education or healthcare
analytical mindset with data-driven decision making
comfortable working in a fast-paced, evolving environment
nice to have
experience in education, healthcare, mental health, or other regulated industries
experience building or scaling customer support teams
experience creating sops, qa frameworks, feedback loops, or training programs
experience working with remote or international teams
why join adlecta
global exposure
– work with international clients across education and healthcare while being part of a growing global bpo organization
stability & support
– be employed by adlecta, with structured hr, operational, and leadership support
meaningful work
– contribute directly to dysolve's mission of improving lives through education- and healthcare-driven ai solutions
career growth
– strong performers can grow into senior leadership, operations, or multi-client management roles
professional development
– gain hands-on experience in customer experience leadership, regulated industries, compliance, and customer insights strategy
at adlecta, we don't just place talent — we build long-term partnerships with our clients and empower our people to grow.
freight forwarding, contract logistics, and supply chain optimization.
the passion driving our teams, along with their expertise and knowledge of their markets, ensures a constant commitment. And now, we invite you to apply for our vacancy as:
main responsibilities:
experience and knowledge in 3pl companies
knowledge of wms, tms, yms systems
implementation of software solutions for large companies
coordination of the wms team
understanding the system
configuration and alignment of operational processes to the system
interaction with the u.s. team
interface reporting
business trips to latin america
requirements
5 years of experience as an implementation manager
presentations
office suite
power bi
advanced english
zone: cuautitlan mexico
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