- Mexico City (Hybrid Role – 4 Days Office / 1 Day Home Office)
- Social Media | Creator Economy | Entertainment | Livestreaming
Join our team and help shape exceptional digital experiences.
We're looking for professionals who are passionate about delivering outstanding service while solving complex problems.
In this role, you'll become the trusted point of contact for a portfolio of premium users, providing personalized support, managing sensitive situations, and collaborating across teams to ensure an exceptional user experience.
This role is ideal for professionals who enjoy building relationships, making thoughtful decisions, and working in a fast-paced digital environment.
This is not a sales role or a traditional call center position.
IMPORTANT – Mandatory Requirements
To be considered for this role, you MUST meet ALL requirements below:
✅ Fluent English (spoken and written)
✅ Currently living in Mexico City (CDMX)
✅ Available to work onsite at least 4 days per week
✅ Bachelor’s Degree completed
Applications that do not meet ALL requirements above will not be considered.
What you'll do
- Build trusted relationships with premium users by delivering personalized support through chat.
- Take full ownership of user cases from initial contact through final resolution.
- Handle complex or sensitive situations with professionalism, empathy, and sound judgment.
- Identify potential risks and escalate issues appropriately when needed.
- Analyze user feedback and behavioral trends to recommend improvements.
- Work closely with Product, Operations, and other cross-functional teams to improve the overall user experience.
- Deliver a premium service experience that strengthens user trust and long-term engagement.
What we're looking for
We're looking for professionals who enjoy:
✔ Solving complex situations
✔ Thinking critically before making decisions
✔ Building long-term customer relationships
✔ Working independently with a high level of ownership
✔ Collaborating across multiple teams
✔ Providing personalized service instead of scripted responses
Qualifications
- Advanced English and Spanish (written and spoken).
- Experience in Customer Success, Premium Customer Support, Hospitality, Banking, Fintech, Trust & Safety, Operations, or similar customer-facing roles.
- Excellent communication skills.
- Strong analytical thinking.
- Experience managing sensitive customer situations.
- Ability to prioritize multiple cases simultaneously.
- Comfortable working in a dynamic, fast-changing environment.
What Makes You Successful
- You don't simply answer customer questions.
- You investigate.
- You think critically.
- You identify risks.
- You make decisions.
- You collaborate with different teams.
Most importantly, you create trust through exceptional customer experiences.
What We Offer
- Competitive salary
- Performance bonuses (mid-year & annual)
- International and multicultural work environment
- Career growth opportunities within a fast-growing LATAM organization
- Opportunity to work with one of the world’s leading livestreaming platforms
- Company laptop + company phone
- Hybrid work model
- Additional Christmas bonus (+15 extra days)
- Medical discounts and healthcare benefits
- Employee discounts program
- Payroll loan benefit after probation period
Job Type: Full-time
Location: Mexico City (Hybrid/In-Person)
Job Type: Full-time
Pay: $22,000.00 - $25,000.00 per month
Experience:
- customer success: 6 years (Required)
- Data Analysis: 6 years (Required)
- Solving complex situations: 4 years (Required)
- internet companies: 1 year (Required)
- VIP users: 4 years (Required)
Language:
- English (minimum 80%) (Required)
Work Location: Hybrid remote in 03103, Del Valle Norte, CDMX
