Customer Support Representative – Mexico

Remote from
🇲🇽 Mexico
Job function
Customer Success
Job type
Contract,
Job posted
Apply before
23 Apr 2024
Industry
Computer Software

About Shopmonkey

Shop management software for auto repair shops.

As a customer service enthusiast based in Mexico, you will recognize that our shops network is the cornerstone of our business and is the key to our ongoing growth and success. With your knack for solving tough problems and your focus on delivering exceptional customer service, you will thrive in a Customer Support job with Shopmonkey.  As the driving force in building shop loyalty and growing our existing shop base, you’ll deliver effective relationship-based customer service in support of the department. You’ll tackle challenges that will continually spark your intellect, fuel your passion and drive your professional growth. Liaise between shops and cross-functional internal teams to ensure innovative, individualized solutions, satisfying the ever-changing needs of our shop base. Through it all, your ability to form a trusted bond, listen attentively, and respond to shop inquiries will make you the critical touchpoint between Shopmonkey and our valued shops.

Shopmonkey is a growing and changing startup, so this role will include variety, change, challenges, and creativity in designing solutions, which goes beyond the typical support role. **This is a long-term contract position**

You Will Have The Opportunity To:

  • Learn all about the Shopmonkey product suite and automotive industry
  • Use a relationship-based approach, deliver best-in-class service to our shops
  • Thoroughly and efficiently gather Shop information, access and fulfill shop needs, educate the shop where applicable to prevent the need for future contacts, and document interactions through contact tracking
  • Respond to shop complaints and service-related inquiries professionally and compassionately. Work with the Customer Support Management team to successfully address escalated shop concerns.
  • Effectively manage workload, maintain assigned schedule, and attendance standards.
  • Professionally handle incoming requests from shops and ensure that issues are resolved both promptly and thoroughly.
  • Utilize tools and resources on every email, call or chat to make appropriate recommendations to shops
  • Maintain a balance between company policy and shop benefit in decision making

Support Metrics

  • Meet department performance standards for servicing and responding to all service call queues, chat, and email while adhering to schedules, and maintaining attendance standards
  • Analyze and report trends from shops feedback, to determine needed process improvements

Communication

  • Ensure that all business-related items are successfully and professionally communicated either verbally or in writing, both internally and externally
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the shops experience

Bonus Points

  • Experience in hospitality, automotive industry, call center, or fast-paced startup
  • Able to take direction from peers and managers
  • The ability to speak Spanish is a plus
  • Truly appreciate cars and/or are familiar with the automotive industry

To Be Successful In This Role, You Will:

  • Be available to work either Monday through Friday or Tuesday through Saturday shifts
  • Be fluent in speaking and writing English
  • Have 1-3 years of customer support experience in a high volume call center environment, supporting clients by phone, email and chat
  • Have a clear, professional, friendly and informative communication style
  • Enjoy creative problem solving and experiencing new and different challenges everyday
  • Are self-directed learners and highly motivated
  • Thrive in a dynamic & collaborative startup environment, and are comfortable with ambiguity and seizing opportunity.
  • Adapt quickly to changing priorities and evolving customer needs

Why Shopmonkey?

Shopmonkey has become an amazing environment where employees feel that they are valued as people, and not just worker bees. To ensure that our team thrives, we invest in the following perks (benefits may vary upon location and employment status):

🏡 Fully Remote Work!

  • $1,000 to set up your home office
  • $20 phone/internet monthly reimbursements
  • Virtual activities and in-person meet-ups
  • Laptop and super rad swag provided
  • Unique opportunity: This is the best form of hybrid! All teams get to travel and meet up for collaboration at least once/year. Shopmonkey also hosts an annual company-wide get together we call Rally

💪🏼 Health & Wellness 

  • Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date
  • Short term and long term disability
  • Employee assistance program
  • Generous parental leave
  • 401(k) available upon hire

✈️ Time Off 

  • 11 paid holidays
  • Flexible time off – take the time off you need!

🥰 Giving Back 

  • Matching donations for approved charitable organizations
  • Group volunteer efforts

🌟 Personal & Professional Development 

  • Weekly internal product & company training sessions
  • Monthly events & education activities focused on DEIB, personal and/or professional development
  • Individual career progression plans and leadership/management training

Apply here >

FacebookTwitterLinkedIn

How to apply

Did you apply? Let us know, and we’ll help you track your application.

See a few more

Similar remote jobs in Customer Success

Job Search Safety Tips

Here are some tips to help you search and apply for jobs safely:
Watch out for suspicious jobs Don't apply for jobs that offer high pay for little work or offer to hire you without an interview. Read more ›
Check the employer's profile Make sure you're applying for a trustworthy job by visiting the employer's profile and learning more about them. Read more ›
Protect your information Don't share personal details like your bank account or government-issued ID on suspicious websites or messengers. Read more ›
Report jobs that feel unsafe If you see a job that seems misleading, inappropriate or discriminatory, report it for going against our policies and we'll review it.

Share this job

FAQ

What position is Shopmonkey hiring for?

Shopmonkey is hiring a remote Customer Support Representative – Mexico from 🇲🇽 Mexico

What type of employment does Shopmonkey offer?

This is a Contract role.

Network

Jobicy+ Subscription

Jobicy+

284 subscribers are already enjoying exclusive, experimental and pre-release features.

Free

USD $0/month

For people just getting started

Unlimited applies and searches
Access on web and mobile apps
One active job alert
Access to additional tools like Bookmarks, Applications, and more

Plus

USD $8/month

Everything in Free, and:

Ad-free experience
Up to 10 active job alerts
Personal career consultant
Go to account ›