Customer Support Specialist Remote (Mexico) (Américas …, Américas Cárdenas

About Us Our mission is to make sending and receiving money effortless, borderless, and instantaneous. Morse lets you pay anyone, anywhere, by name alone – no more worrying about IBANs, account numbers, or sort codes. Leveraging blockchain technology to settle transfers, we are currently available in over 150 countries. Morse is the first product from Avian Labs Inc., backed by VCs like Union Square Ventures, Slow Ventures, and Ribbit Capital. About the Role 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 general 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. #J-18808-Ljbffr Postúlate en Kit Empleo: kitempleo.com.mx/empleo/5trt33