Customer Support Specialist, Mexico

Customer Support Specialist (CRM, Case Management, Billing Support)

Remote | U.S. Hours

Position Type: Full-Time, Remote Working Hours: U.S. Business Hours About the Role

We're hiring a Customer Support Specialist to own customer cases, resolve issues quickly, and deliver a high-quality support experience. This is not just responding to tickets

you will: Manage cases end-to-end Coordinate across teams Solve problems at the root Keep customers informed throughout If you're someone who follows through until the issue is fully resolved

this role fits. Case Management&CRM Ownership

Create and manage cases in Salesforce Maintain clean, structured, and accurate records Document: Issues Updates Resolutions Ensure full visibility across all customer interactions Triage&Prioritization

Assess urgency of incoming requests Prioritize cases based on impact and SLA Track case ownership and ensure steady progress Ensure no case is left stagnant Customer Communication

Respond to customers within 24 hours or less Provide proactive updates throughout the case lifecycle Communicate clearly across: Email Phone Other channels Ensure customers always know: What's happening What's next Internal Collaboration

Work closely with: Service teams Installation teams Receivables teams Coordinate across departments to resolve issues quickly Escalate when needed to avoid delays Billing Support

Handle billing and invoice-related inquiries Assist with resolving discrepancies Support follow-ups on past-due accounts Encourage customers to enroll in auto-billing Problem Solving&Process Improvement

Investigate recurring issues and identify root causes Document findings and recommend improvements Help reduce repeat issues and inefficiencies Customer Experience Ownership

Confirm satisfaction before closing cases Ensure every interaction is: Professional Clear Positive Encourage satisfied customers to leave reviews What Makes You a Strong Fit

You take ownership of customer issues end-to-end You are: Organized Detail-oriented Execution-focused You communicate clearly and confidently You can handle difficult situations with empathy + urgency You thrive in fast-paced, team-based environments Required Experience&Skills

2+ years in: Customer support Customer success Service roles Experience with CRM tools (preferably Salesforce) Strong experience with: Case management Issue resolution Excellent written and verbal English communication Strong analytical and problem-solving skills High attention to detail in documentationAbility to manage multiple cases simultaneously Familiarity with billing or receivables processes What a Typical Day Looks Like

Review and prioritize incoming customer cases Communicate updates to customers proactively Coordinate with internal teams to resolve issues Handle billing-related inquiries Update CRM records accurately Identify patterns and suggest improvements In short: You ensure every customer issue is resolved quickly, clearly, and professionally.Key Metrics (KPIs)

Case response time and resolution time Customer satisfaction (CSAT) CRM accuracy and completeness Consistency of follow-ups and communication Reduction in recurring issues Why This Role Stands Out

High ownership over customer experience Cross-functional exposure (ops, billing, service) Clear metrics and structured workflows Opportunity to improve systems and processes Strong foundation for growth into CS or Ops roles Interview Process

Initial Phone Screen Video Interview with Recruiter Client Interview Offer&Onboarding Apply Now

If you: Take ownership of customer issues Follow through until resolution Thrive in structured, fast-paced environments This role is a strong fit.