Sr. Customer Support Representative, Bilingual

We are looking for a Merchant Experience Partner to partner with our high value merchants for a respective book of business to help solve their most pressing issues and provide the opportunity to improve their overall merchant experience. The role involves providing excellent customer service, strategic problem solving, and building long-lasting relationships with merchants.

Requirements

• 3 or more years of experience with account management, customer support, hospitality or in related field
• B2 English level or higher
• High School Degree or GED required. Bachelor’s degree preferred.
• Knowledge of Salesforce (or other CRM software), and the ability to view and interpret dashboards.
• Basic proficiency with Microsoft Suite and G Suite
• Basic knowledge of excel tools and formatting functionality.
• Experience with SQL is a plus
• Experience providing advisory and partnership-level support through both proactive and reactive interactions with customers
• Experience advocating for customer experience within a team or initiative

Benefits

• Paid personal days in addition to legally mandated vacation days
• Work-from-home equipment provided
• Life insurance
• Aguinaldo: 15 days
• Savings fund: 10%
• Social Security and Medical Coverage: IMSS
• Ambulance service: 5 free events
• Medical assistance at home: 2 free events, subsequent services at preferential costs
• 24/7 medical orientation: Free phone consultations year-round
• Psychological assistance: Free initial consultation, preferential rates for additional sessions
• Unlimited nutritional guidance: Available Monday-Saturday, 9:00 AM - 9:00 PM
• Home nursing services
• Dental assistance and vision care program