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About the Role
We are looking for a Customer Support Specialist to join our growing Customer Success team. This role requires a person who loves to help and support people, enjoys troubleshooting, and can resolve customer inquiries accurately and timely. You will also work to improve the customer experience, making Push truly customer-centric.
Responsibilities
- Manage approximately 400 tickets monthly, addressing inbound and outbound inquiries via phone, email, and chat.
- Provide client assistance for up to 7.5 hours during operating hours.
- Address inquiries, offer advice, and proactively solve customer challenges related to Push’s products and partner services.
- Collaborate with internal stakeholders (Sales, CSMs, Account Management, Onboarding, Developers, Payments) to troubleshoot technical product issues and ensure swift resolution.
- Contribute to and update knowledge bases, ensuring quality resources for customer self-service.
- Achieve departmental productivity, efficiency, and quality benchmarks.
- Spearhead initiatives to elevate the overall Customer Experience.
- Empower customers throughout their journey with Push by providing exceptional support and guidance.
- Actively seek and utilize feedback for personal and professional development.
Requirements
- 1+ years of experience in a customer service/support role, preferably in a SaaS environment.
- Strong communication and interpersonal skills.
- Excellent organizational skills.
- Active listening skills to understand customer needs and deploy appropriate strategies.
- Strong verbal communication skills, expressing yourself clearly, concisely, and empathetically.
- Ability to multitask and prioritize in a fast-paced environment.
- Ability to maintain a calm and composed demeanor during high-pressure situations.
- Effective stress management techniques.
- Diplomacy, tact, and poise under pressure when resolving customer issues.
- Genuine passion for customer support and its role in a customer-centric team.
- Willingness to ask for help when needed.
- Comfortable working with software and adopting new technologies.
- Experience with Zendesk or a similar ticketing system is a bonus.
- Resourceful and growth mindset.
Skills
- Customer Service
- Customer Support
- SaaS
- Communication
- Interpersonal Skills
- Organizational Skills
- Active Listening
- Verbal Communication
- Multitasking
- Prioritization
- Stress Management
- Diplomacy
- Tact
- Problem Solving
- Software Proficiency
- Adaptability
- Zendesk (bonus)
Location
- Guadalajara, Mexico
Work Type
- Full-time
- In-person
Experience Level
- 1+ years
Salary/Compensations
- $22,000 - $24,000 MXN per month
About the Company
- Push is an all-in-one platform that helps businesses grow and scale by simplifying HR, payroll, time tracking, and scheduling.
- Our purpose is to help customers free up their time by making people management easy, allowing them to focus on their passion.
- Our customer base includes brands like Earls Restaurant, Cactus Club, and Crumbl Cookies.
- We are a group of competitive, dedicated people who prioritize competence and efficiency, and value engaged, passionate team members.
- As part of our rapidly growing team, you will play an important role in our mission to help 1 million people do what they love.
- We aim to create a supportive environment to foster passion for work, keeping you energized and happy.
- We drive conversations around personal and professional goals, encouraging growth.
- We believe everyone is born a genius and our responsibility is to develop that genius within.
- Impact is our key metric, challenging team members to show up as their authentic selves and create a legacy.
Equal Opportunity
- We celebrate diversity and promote equal opportunity.
- We appreciate what makes each of our team members different and encourage you to apply, no matter who you are or how you identify.
- Push Operations welcomes and encourages applications from people with disabilities.
- Accommodations are available upon request for candidates participating in all aspects of the recruitment and selection process.