CRM Operations & Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a CRM Operations & Support Specialist based in Mexico.

This role is the first point of contact for users of an AI-native CRM that supports the full sales journey, from lead intake through scheduling, contracts, and invoicing.

You will own the feedback loop between sales users and the product team, ensuring issues, questions, and ideas are addressed quickly and effectively.

Working closely with users, developers, and AI tools, you will resolve straightforward issues yourself and translate more complex problems into actionable briefs for engineers.

You will also help maintain in-app guidance, test new releases, and identify recurring friction points that can be eliminated through better processes or product improvements.

The position combines elements of operations, product support, QA, and user advocacy while giving you significant ownership over the overall feedback cycle.

As the CRM expands into new markets, you will help build scalable processes and become a key point of contact for teams adopting the platform.

This is a highly collaborative, remote-first opportunity for someone who enjoys solving problems, working with AI, and turning user feedback into tangible improvements.

Accountabilities:

• Own the user feedback loop: Monitor and triage incoming questions, bugs, data issues, and product ideas, responding directly when possible and routing more complex matters to the appropriate development team while keeping the feedback tracker accurate and up to date.
• Maintain in-app help content: Monitor automatically generated walkthroughs, screenshots, and short videos, correcting outdated information and creating new guidance whenever users need additional support.
• Advocate for users: Participate in training and working sessions, observe how salespeople interact with the CRM, identify usability issues and confusing workflows, and ensure meaningful improvements are communicated to the relevant teams.
• Resolve issues and coordinate handoffs: Use AI tools and your own judgment to fix copy, small interface issues, FAQ content, and data corrections directly, while preparing precise technical briefs for issues requiring developer involvement.
• Test product changes: Validate releases by navigating important workflows from a salesperson’s perspective, maintain a living checklist of critical user journeys, and help ensure new features work correctly before reaching users.
• Keep users unblocked: Resolve access, login, lead-stage, deal, and other operational issues efficiently, document recurring solutions, and identify product or process improvements that prevent the same problems from happening repeatedly.
• Support the global rollout: As the platform expands into additional markets and integrates with other systems, develop scalable support and feedback processes and help new teams adopt the platform effectively.

Requirements

• AI-enabled working style: You regularly use tools such as Claude, ChatGPT, or similar AI assistants to perform real work, while critically evaluating their output, identifying errors, and knowing when an issue requires human technical expertise.
• Cross-functional problem solving: You are comfortable working directly with sales users during screen-sharing sessions and training, understanding their frustrations, translating them into system-level problems, and either resolving them yourself or communicating them clearly to engineers.
• Evidence of execution: Experience level is less important than demonstrated ability to take ownership and complete initiatives, whether gained through operations, support, product, QA, or projects you have built independently.
• Strong written communication: You can communicate clearly and precisely in English across user responses, developer briefs, documentation, FAQs, and AI prompts, while Spanish or Portuguese proficiency is an advantage.
• Ownership and initiative: You are comfortable operating without a predefined ticket queue, identifying what matters most, taking action, and following issues through to resolution.
• Technical and CRM knowledge: Experience with system design or algorithms, CRM platforms such as Salesforce or HubSpot, or supporting software products in production is a strong advantage.

Benefits

• Remote flexibility: Fully remote work from Mexico, with availability required from 9:00 to 18:00 US Eastern time.
• Flexible working environment: A fast-growing environment where you are empowered to structure how you work and take significant ownership of your responsibilities.
• Professional development: A USD $1,000 annual individual training budget to support continuous learning and professional growth.
• Career growth: Significant opportunities for internal development, with the organization highlighting internal promotions and role changes as an important part of its hiring activity.
• Wellbeing support: Access to an on-staff psychologist and initiatives designed to support a high-performing, ambitious team.
• Learning and collaboration: Fireside chats, workshops, direct collaboration with product and technology teams, and exposure to an international environment.
• Global exposure: The opportunity to work with teams and users across multiple international markets while contributing to a rapidly scaling technology platform.