About this role.
Palmstreet is hiring a fully remote Customer Support Representative based in Mexico to support users of its live-shopping marketplace. The representative will respond to customer inquiries across mobile and desktop channels, resolve issues, document cases, and identify trends or potential product bugs. The role requires 2–3 years of customer service experience, excellent American English writing skills, strong technical aptitude, and the ability to handle multiple cases in a fast-paced startup setting. Shifts generally fall between 8 AM and 8 PM Eastern Time and include either Saturday or Sunday. The role offers USD 16,000–20,000 annually and is well suited to a detail-oriented support professional with e-commerce or app-support experience.
Role DNA
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Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Team,
I am excited to apply for the Customer Support Representative role at Palmstreet, bringing customer-service experience, strong written American English, and a customer-first approach to resolving issues efficiently.
I am comfortable supporting users across mobile and desktop environments, documenting recurring issues, and turning customer feedback into clear, actionable insights for internal teams.
I would welcome the opportunity to help Palmstreet deliver thoughtful, high-quality support while contributing to a fast-growing live-shopping community.
Sample interview questions
I start by acknowledging the customer’s concern, confirming the relevant facts, and reviewing available account or transaction information. I provide the clearest available resolution or next step, document the case thoroughly, and escalate according to policy when needed.
I prioritize cases by urgency, customer impact, deadlines, and whether an issue affects payments, safety, or multiple users. I use a queue-management system, keep concise notes, and send timely updates so customers know their cases are being addressed.
I would record issue type, affected feature, user impact, reproduction steps, screenshots or examples when available, and frequency. I would then summarize patterns in a structured format so product or engineering teams can assess the issue quickly.
I use SOPs as the baseline for consistent service, but I flag unclear steps, repeated exceptions, and customer pain points. I would propose an improvement with the issue, recommended change, expected benefit, and examples from actual cases.
I would verify the customer’s concern, review the applicable community policy, and communicate the decision respectfully and plainly. Even when enforcement is necessary, I would focus on education, consistency, and available next steps rather than using confrontational language.
About Palmstreet:
Palmsteet is a community-obsessed live shopping platform connecting over 2 million passionate collectors and sellers. Starting with plants in 2020, we’ve evolved to include handmade crafts, collectible toys, and unique finds from talented sellers worldwide.
Backed by top Silicon Valley VCs (a16z, Craft Ventures, Headline), we’re building the ‘World’s Online Main Street’—bringing authentic personal connections and the thrill of discovering one-of-a-kind treasures to social online experiences.
With explosive growth over the past 24 months, we’re scaling rapidly and looking for exceptional talent to join us in shaping the future of social commerce.
The Opportunity:
Palmstreet is looking for a Customer Support Representative who thrives in a fast-paced environment, has excellent customer service skills and has a strong desire to provide top-tier service!
This is an exciting opportunity to build relationships with Palmstreet users by assisting them with their needs, reinforcing our community standards and promoting Palmstreet as the top live-selling app in the marketplace!
The right candidate must be based in Mexico.
Responsibilities:
Respond to user inquiries on our mobile app and desktop.
Thoughtfully and courteously respond to all questions and issues in a timely and efficient manner.
Track and record issues and data to inform the company of problems and requests for improvements.
Contribute to the SOPs to enhance overall team efficiency.
Collect, organize and summarize various customer cases to identify trends and potential system bugs.
Ensure customer issues are resolved promptly through high-quality service.
Continuously learn and adapt to new knowledge so you can provide the highest level of service.
Perform other duties as assigned.
Qualifications:
Reliable computer, smart phone and reliable high-speed internet connection.
Excellent American English reading and writing skills.
2-3 years of customer service experience and able to handle multiple customer issues simultaneously.
Team player who works well with others
Courteous and detailed written communication skills.
Strong learning ability and initiative.
Excellent technical skills – phone app technical skills are vital in this role.
Native English speaking, writing and listening skills.
Experience working in e-commerce platforms.
Practical experience in summarizing and optimizing SOPs.
Time spent living in the US preferred.
An interest in plants and/or crafts.
This position is fully remote, and candidate must be based in Mexico
Compensation:
The hourly compensation range for this role is $8-$10/hr USD
Shifts will vary, but will generally fall between 8AM-8PM ET, and will include a Saturday or a Sunday.
Why Join Us?
Join a fast-paced startup culture where creativity and curiosity are valued.
Collaborate with a passionate, nimble team and work directly with sellers of unique products.
Be part of an exciting evolution in commerce, while helping shape what live shopping becomes next.
Our Commitment to Diversity and Inclusion
Palmstreet is proud to be an equal opportunity employer. We celebrate diversity and encourage applications from everyone—especially those whose identities are traditionally underrepresented in tech. We do not discriminate on race, religion, color, gender expression or identity, sexual orientation, ancestry, national origin, citizenship, age, marital status, veteran status, disability status, political belief, or any other characteristic protected by law.
For roles in Canada, we also comply with the Employment Equity Act.
Application Process
We’re excited to review your application! If your experience aligns with what we’re looking for, our hiring team will reach out to schedule an initial screening call and walk you through the next steps of our interview process.
While we try our best to respond to everyone, the high volume of applications may mean we’re unable to provide individual updates if we decide not to move forward.
To stay connected and explore future opportunities, follow us on LinkedIn or visit us at https://palmstreet.app/careers.
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