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AlertMedia is a leading risk intelligence and response platform trusted by the largest companies globally to protect their people and assets. We are a high-growth, PE-backed SaaS company with 4,000+ clients scaling rapidly worldwide. Our unified platform features 7+ years of AI innovation, a customer NPS of 70+, and a distinctive culture.
In this Customer Support Specialist role, you will be the frontline for AlertMedia customers, handling inbound support tickets and live chats related to product issues and account questions. You'll assess customer inquiries promptly, communicate with professionalism and empathy to resolve issues, and escalate advanced cases to appropriate team members. You'll manage customer tickets within our case queue, stay updated on product knowledge with support from our Learning & Development Manager, and collaborate with fellow team members to share experiences and insights. The role emphasizes going the extra mile to ensure customers receive a world-class support experience.
This is a hybrid position requiring 2 days per week in our downtown Mexico City (Reforma area) office. You must be available to work Monday-Friday, 2:30pm to 10:30pm CST.
AlertMedia offers competitive base salary, annual company bonus, 100% employer-paid medical/dental/vision coverage, parental leave, Christmas bonus (Aguinaldo), generous vacation and holiday policy, monthly work-from-home stipend, all necessary equipment (laptop, monitor, accessories), recognition and rewards programs, language immersion opportunities, continuous learning and career development, and an award-winning culture.
REQUIREMENTS:
- 1-2 years of experience in customer support role in software (preferable)
- Familiarity with Zendesk, Slack, Excel, Outlook, or similar tools
- Bilingual English/Spanish (must-have)
- Exceptional phone etiquette and written communication skills
- Strong listening skills
- Tons of energy, humor, compassion, and enthusiasm
- Passion for continual learning with willingness to be coached
- Ability to work in fast-paced, challenging environment
- Thrives with both autonomy and collaboration
- Outstanding communication skills
- Must have legal right to work in Mexico without sponsorship (no visa sponsorship available)
- Must be able to work the specified shift hours: Mon-Fri 2:30pm-10:30pm CST
