Job location: mx guadalajara - guadalajara, ja
overview
as an account support specialist, you will play a critical role in the long-term success of our customers by providing thoughtful, timely, and accurate support for the streamline vacation rental software platform. You'll serve as a go-to partner for clients who have completed onboarding, helping them resolve issues, understand system functionality, and maximize value from our product.
this role requires someone who can work efficiently within a ticketing queue while balancing the needs of assigned clients. You'll need to triage, troubleshoot, and follow up on a wide range of questions and challenges, from day-to-day functionality to deeper configuration and adoption concerns. You'll work closely with team leads, peers, and cross-functional teams to ensure issues are resolved quickly, documented thoroughly, and escalated appropriately when necessary.
success in this role means more than solving tickets – it means building trust, maintaining professionalism under pressure, and continuously improving the customer experience. If you\'re a strong communicator who enjoys problem-solving, learning software deeply, and helping customers succeed, this is an excellent opportunity to be part of a high-impact support team in a growing software company.
what you'll do (functions & responsibilities)
* own and respond to support tickets and inbound phone calls, ensuring timely, accurate, and friendly resolution in line with sla expectations.
* troubleshoot, investigate, and resolve software issues using documentation, internal tools, and collaboration with cross-functional teams.
* provide ongoing training and product education to customers, helping them maximize adoption and reduce support dependency.
* escalate potential bugs, outages, or urgent issues using standardized escalation procedures.
* deliver proactive follow-ups and manage support cases from intake to resolution, maintaining accountability and client confidence throughout.
* you may be assigned to support a defined group of assigned customers while contributing to shared queue coverage as needed.
* document solutions and contribute to internal knowledge bases and sops.
* partner with development, product, and other internal teams to stay informed about product changes and client impacts
qualifications
what we\u2019re looking for (minimum qualifications)
* at least 2 years of experience in a customer-facing role in software (saas) support or software training.
* experience in the vacation rental or property management industry is a big plus
* comfortable working in a support queue for saas products—able to manage your time, stay organized, and keep things moving
* strong communication skills—you can explain things clearly, professionally, and with patience
* willing to pick up the phone when it makes sense, even if the issue came in through a ticket; you\'re proactive about connecting with the customer and making sure they feel supported
* good at juggling tasks in a fast-paced environment without losing attention to detail
* a quick learner who takes ownership and wants to get it right
* works well with others—open to feedback, happy to collaborate, and ready to jump in where needed
* friendly, approachable, and focused on helping customers have a great experience
education requirements
* bachelor's degree or comparable experience
type
* full time
location
* guadalajara, mexico
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