Customer support specialist — hoy
location: azcapotzalco, distrito federal | soarswell consulting
work schedule: 8 hour shift, 9 am to 9 pm, monday to sunday, resting 2 days during the week.
english level: b2 and/or c1. Minimum experience of 6 months as a verifiable bilingual telephone agent. Verifiable job stability in the imss weeks report is essential.
education: minimum completed baccalaureate with certificate (diplomas are not accepted); if you have a truncated degree, present a list of subjects; or high school diploma if studied in the us (must have graduated up to grade 12).
activities: retention, cross-selling and customer service.
position summary: customer support specialist
responsibilities
* resolves basic or tier 1 payment and account related requests for 1-2 assigned company clients, including card activations, payments, and name/address updates.
* uses standardized responses and client gui screens; enters required data into client systems and databases.
* determines basic reasons for customer issues using a client-provided decision tree; escalates or refers unresolved issues to more experienced representatives or designated departments.
* builds base knowledge of products, policies, and procedures; references online manuals and client training to resolve inquiries.
what we are looking for in this role
* minimum qualifications: high school diploma or equivalent; typically no relevant experience required.
* preferred qualifications: none identified.
* skills and capabilities: ability to learn policies, perform routine tasks, work under close supervision, and follow established procedures.
customer support manager — hoy
location: mexico city, mexico | type: full-time
about synchtank: we build saas solutions for rights, metadata, royalties, and sync licensing in the music industry. We value teamwork, accountability, and growth.
what you’ll do:
* lead and manage day-to-day operations of the customer support function; hire, train, and coach a global team.
* define and report on support kpis; develop internal playbooks and documentation to drive efficiency.
* collaborate with product and engineering to surface insights and resolve complex issues; champion the voice of the customer.
* design onboarding resources and foster a culture of empathy and ownership; support cross-functional collaboration on escalations.
what you bring:
* 5+ years of experience in a managerial role in customer support or experience.
* experience with enterprise saas products; familiarity with zendesk, hubspot, jira; salesforce a bonus.
* strong problem-solving, prioritization, and english communication skills; ability to lead with empathy while maintaining high performance standards.
* experience building support processes, documentation, and reporting.
why join us:
* work with leaders in music, media, and entertainment; remote-first with autonomy and visibility.
* pay range: $12,801.39 - $24,621.88 per month.
experience requirements: management 5 years; zendesk 2 years; music-tech or music/media/entertainment industry 2 years (preferred). Language: english fluently (required). Work location: remote.
customer service & support — zensar technologies
cuauhtemoc, distrito federal | on-site in mexico city
about the job and company culture: zensar is a technology services provider with a focus on people, growth, and goal values. It is an equal opportunity employer and emphasizes diversity and inclusion in hiring.
job description summary: support operations associate focusing on non-technical support cases; responsible for providing quality support for a growing customer base.
* must have advanced english (written and verbal).
* must submit cv in english.
* knowledge/experience with sfdc or similar crms.
responsibilities:
* minimum 3 years of experience in customer service or support roles.
* educate and assist customers/partners on ea, licensing, orders, processes, policies, and admin tasks.
* communicate with third parties regarding non-technical issues; own each case from creation to resolution.
* collaborate with technical support to address cases outside your scope.
* work with leadership to improve processes; coordinate with product, sales, and operations on escalations.
* contribute to knowledge base articles.
additional notes: zensar emphasizes equal opportunity and privacy; u.s. work authorization is not facilitated/sponsored for this position.
call center – gracemark solutions
location: cuauhtemoc, distrito federal | hoy
key responsibilities:
* provide assistance and education on ea, licensing, orders, processes, and policies.
* handle non-technical support cases with ownership from creation to resolution.
* communicate with customers/partners and third parties about service inquiries.
* collaborate with cross-functional teams to resolve escalations.
* contribute to process improvements and knowledge base articles.
requirements:
* minimum 3 years of experience in customer service or support roles.
* advanced english proficiency (written and spoken).
* experience with sfdc or similar crm tools.
* ability to manage multiple cases with accuracy and empathy.
* cv in english required.
other: additional listings include a mexico city on-site role with gracemark solutions and related responsibilities.
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