Customer Support Specialist

Job Summary

Delivering exceptional customer support, the full-time Support Specialist will serve as a trusted point of contact for customer inquiries, become an expert on the Aescape recovery experience, and collaborate cross-functionally to enhance customer satisfaction in a fully remote role based in Mexico City or Guadalajara.

Key responsibilities

• Respond to customer questions via ticketing systems, phone calls, and chat
• Utilize internal tools to diagnose and resolve unit issues remotely
• Share insights from customer interactions to inform business decisions across various teams

Required qualifications

• 1+ years of customer support experience with ticketing systems, phone, and chat
• Experience in cross-team collaboration and sharing customer behavior insights
• Enthusiasm for becoming a product expert on Aescape's applications and platforms
• Proficiency in referencing and expanding a knowledge base
• Comfort with command-line or script-based tools; prior experience is a plus