Customer Support Agent

About the Role

We’re looking for a detail-oriented Customer Support Agent to own the frontline of our customer experience. You’ll run our support desk day-to-day - managing all incoming tickets in Zendesk across North America - and serve as our internal configuration specialist, partnering with Onboarding Managers when complex product setups need deeper expertise. Your role is essential in building customer trust, resolving issues fast, and making sure our clients get maximum value.

You’ll collaborate closely with our Customer Experience, Product, and Engineering teams, and you’ll contribute directly to the continuous improvement of both our product and our support processes.

Responsibilities

Customer Support

• Own the day-to-day management of the Cubigo support desk in Zendesk: triage, prioritize, resolve, and escalate all incoming tickets across email, chat, and phone.
• Troubleshoot technical and product-related issues end-to-end, driving each ticket to a clear resolution or a well-scoped escalation.
• Act as our internal configuration specialist: partner with Onboarding Managers on complex Cubigo setup and configuration scenarios, and build deeper product expertise than any other CX role.

Documentation & Knowledge Sharing

• Accurately document cases, resolutions, and known issues in our support system.
• Contribute to our knowledge base, FAQs, and training resources to empower customers with self-service tools.
• Share customer insights with Product and Customer Experience teams to influence product improvements.

Cross-Functional Collaboration

• Coordinate with Product and Engineering when technical escalations are required.
• Share recurring ticket patterns and customer insights with Product and the broader CX team to drive product improvements, better documentation, and stronger self-service tools.

Requirements

• 1-3+ years of experience in customer support, helpdesk, or customer-facing roles (SaaS or tech environment is a strong plus).
• Excellent English, written and verbal communication skills-you’re clear, empathetic, and professional with all audiences.
• Strong problem-solving and troubleshooting abilities with attention to detail.
• Hands-on experience with Zendesk or a comparable ticketing platform, ideally owning a full queue end-to-end.
• Ability to manage multiple inquiries in a fast-paced environment without sacrificing quality.
• A knack for going deep on product configuration - curious about the “why” behind setups, and comfortable becoming the internal expert our Onboarding team leans on.
• Experience in senior living, healthcare, or B2B SaaS is a plus.

Benefits

• Christmas Bonus: 30 days, to be paid in December.

• Major Medical Expense Insurance: Coverage up to $20,000,000.00 MXN.
• Minor Medical Insurance: VRIM membership with special discounts on doctor’s appointments and accident reimbursements.
• Dental Insurance: Always smile with confidence!
• Life Insurance: (Death and MXN Disability)
• Vacation Days: 12 vacation days in accordance with Federal Labor Law, with prior approval from your manager. + Floating Holidays: 3 floating holidays in addition to the 7 official holidays in Mexico.
• Cell Phone Reimbursement & Transportation Subsidy.
• Hybrid Scheme: Enjoy the best of both worlds, remote and in-office work.
• Multicultural Exposure: Work with operations within Mexico and United States.
• MezTal Internal Events: Strike a healthy balance between your professional and personal goals.
• Exclusive Discounts: Benefits with different companies for being part of MezTal.
• Academic Agreements: Access to national universities and language schools.