Customer Support Agent

We’re looking for a high-energy, detail-oriented Customer Support Agent to be the frontline ofour customer experience. You’ll handle incoming questions, troubleshoot issues, and guide users across North America through our platform. Your role will be essential in building trust, resolving problems quickly, and ensuring our customers get maximum value.

You’ll collaborate closely with our Customer Experience, Product, and Engineering teams, and you’ll contribute directly to the continuous improvement of both our product and our support processes.

Responsibilities

Customer Support

● Respond to customer inquiries via email, chat, and phone in a timely, professional, and empathetic manner.

● Troubleshoot technical and product-related issues, escalating complex cases when needed.

● Guide customers through Cubigo features to help them achieve success with the platform.

Documentation & Knowledge Sharing

● Accurately document cases, resolutions, and known issues in our support system.

● Contribute to our knowledge base, FAQs, and training resources to empower customers with self-service tools.

● Share customer insights with Product and Customer Experience teams to influence product improvements.

Cross-Functional Collaboration

● Coordinate with Product and Engineering when technical escalations are required.

● Support onboarding and training initiatives when additional support capacity is needed.

Requirements

• 1–3+ years of experience in customer support, helpdesk, or customer-facing roles (SaaS or tech environment is a strong plus).
• Excellent written and verbal communication skills—you’re clear, empathetic, and professional with all audiences.
• Strong problem-solving and troubleshooting abilities with attention to detail.
• Comfort working with support platforms such as Zendesk
• Ability to manage multiple inquiries in a fast-paced environment without sacrificing quality.
• Team player mindset—you’re proactive, collaborative, and eager to learn.
• Experience in senior living, healthcare, or B2B SaaS is a plus.

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.