Hybrid Customer Success Specialist

at MezTal

• Job title: Customer Success Specialist
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Guadalajara, Mexico

About the role

• Customer Success Specialist responsible for client support and internal collaborations. Focused on building relationships and troubleshooting software-related challenges in a hybrid work environment.

Responsibilities

• Monitor and respond to phone calls and emails
• Report on, investigate, and respond to tickets and escalations
• Maintain accurate and timely updates in the ticket tracking system
• Develop specialization in one or more software modules
• Participate in on-call rotation (including off-hours responsibilities)
• Contribute to special projects and form markups
• Document outcomes of customer interactions
• Attend scrum meetings
• Track progress toward ticket goals
• Participate in project management and specialization meetings
• Submit escalation tickets as needed
• Attend L10 meetings and complete scorecards
• Sync with Team Lead regarding status toward goals
• Review customer-specific SOPs
• Execute long-term projects
• Set and pursue specialization goals
• Learn new tools and best practices
• Achieve specialization milestones

Requirements

• **Reliable:** Consistently present and engaged in supporting your team and clients.
• **Positive and Professional:** Maintain an optimistic attitude and professional demeanor.
• **Calm and Composed:** Maintain clarity and focus when assisting others.
• **Strong Communicator:** Transparent, detail-oriented, and attentive in communication.
• **Patient and Kind:** Support users of all technical skill levels with empathy and professionalism.
• **Demonstrate Sound Judgment:** Prioritize needs appropriately and make thoughtful decisions.
• **Detail-Oriented:** Value accuracy and precision.
• **Committed to Growth:** Pursue ongoing personal and professional development.
• **High Integrity:** Act honestly and professionally at all times.
• **Adaptable and Flexible:** Adjust smoothly to schedule or priority changes.
• **Solution-Oriented:** Take ownership in resolving challenges effectively.
• **Focused on Excellence:** Strive to exceed expectations and maintain high standards of reliability and performance.
• **Technologically Proficient:** Comfortable troubleshooting technology and hardware issues; familiarity with G-Suite, Gmail, Word, and Excel.

Benefits

• 🎄 **Christmas Bonus**: 30 days, to be paid in December.
• 🩺 **Major Medical Expense Insurance**: Coverage up to $20,000,000.00 MXN.
• 🩹 **Minor Medical Insurance**: VRIM membership with special discounts on doctor’s appointments and accident reimbursements.
• 😁 **Dental Insurance**: Always smile with confidence!
• 💼 **Life Insurance**
• 🌴 **Vacation Days**: 12 vacation days.
• + 📅 **Floating Holidays**: 3
• 📱 Cell Phone Reimbursement & Transportation Subsidy.
• 🌐 **Hybrid Scheme**: Enjoy the best of both worlds, remote and in-office work.
• 🌍 **Multicultural Exposure**: Work with operations within Mexico and the United States.
• 🎉 **MezTal Internal Events**: Strike a healthy balance between your professional and personal goals.
• 💸 **Exclusive Discounts**: Benefits with different companies for being part of MezTal.
• 📚 **Academic Agreements**: Access to national universities and language schools.
• 🚀 **Career Growth**: We will search for the best conditions for progressing in your career