Support Specialist

Benefits

Parental leave

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Non-birth-parent leave

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Family-building benefits

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• Adoption assistance: Not verified
• Surrogacy assistance: Not verified

Mental health support

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Relocation assistance

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Childcare support

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Learning budget

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Verification

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Salary

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Schedule

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Weekend work

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Application

Cover letter

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Assessment

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Deadline

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Where they hire

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About this role

Support Specialist Mexico City, MX This role begins at Tier 0, where agents ramp up to Tier 1 readiness over their first few weeks. The Tier 0 Support Agent independently handles a broad range of contributor support issues, including moderately complex and nuanced cases requiring sound judgment, investigation, and clear communication. This role works cross-functionally to ensure contributors receive accurate, timely, and thoughtful support while helping identify opportunities to improve workflows and documentation. This role is well-suited for experienced support professionals who are comfortable operating autonomously and navigating ambiguity in a fast-paced environment. You Will: - Resolve routine and moderately complex contributor inquiries across email and chat support channels using established workflows and best judgment. - Communicate clearly, empathetically, and professionally. - Document investigations, actions taken, and resolutions thoroughly in Zendesk or equivalent systems. - Identify issues outside the tier's scope and escalate with clear context and documentation. - Contribute feedback on workflows, macros, or documentation to improve efficiency and contributor experience. - Stay current on relevant process and product updates through the provided resources. Ideally You'd Have: - Prior experience in high-volume customer support, platform support, or similar. - Experience working remotely, with demonstrated ability to manage work independently and prioritize tasks without direct supervision. - Strong written and verbal English communication skills, with the ability to communicate clearly and professionally. - Familiarity with customer service SaaS tools, Slack, and Google Workspace. Working Model & Tools: - This is an independent contractor role, responsible for providing agreed-upon services and

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