Customer Support Specialist (Mexico)

Customer Support Specialist

We are looking for a dedicated and empathetic Customer Support Specialist based in Mexico, or available to work Mexican timezone hours. The working hours for this role will be from 9am - 6pm (CST), Wednesday - Sunday. This role is fully remote, but you will work closely with a global team.

The Customer Support team is responsible providing top-notch support to our customers across various channels. The ideal candidate will have a passion for helping others, a strong problem-solving skillset, and a deep understanding of customer service best practices. This role is perfect for someone who is patient, resourceful, and committed to ensuring a seamless experience for our customers.

Key Responsibilities

• Build trust for our brand and service by providing excellent customer support. You will work with customers primarily over chat and email.
• Demonstrate deep empathy and care for our customers by ensuring that all individual customer cases come to a positive resolution.
• Maintain detailed and accurate records of customer interactions and resolutions in our CRM system.
• Prioritize a range of different customer requests, meeting our SLAs and ensuring that we're able to deliver great service.
• Work collaboratively with your teammates and the wider organization on resolving individual customer cases, or on ad hoc projects aimed at delivering the best customer experience possible!
• Monitor and analyze customer feedback to identify trends, report bugs, and suggest improvements to our products and services.
• Stay up-to-date with product updates, company policies, and industry trends to provide informed and accurate support.
• Engage with customers to build strong relationships and foster a positive community around Morse Money.

About You

• Experience in a previous customer-facing role for at least three years.
• Clear communication skills (both written and verbal) and a solid ability to empathise with customers.
• Strong problem-solving skills and the ability to think critically in high-pressure situations.
• Experience with customer support software and CRM systems (e.g. Zendesk, Intercom, Salesforce)
• Ability to work independently and manage multiple customer queries simultaneously.
• Familiarity with fintech products or blockchain technology is a plus.

Compensation, Perks & Benefits

• Competitive salary and equity package.
• Opportunity to be a core part of a fast-growing fintech startup.
• Collaborative and innovative work environment with autonomy.
• Professional growth opportunities, team offsites, and events.